Manager, Customer Success
New
RemoteFull-TimeManager
Salary$100,000 - $110,000 a year, 100-110k USD base salary + 20% variable
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Job Details
- Experience
- 6+ years in a customer-facing role within high-velocity SaaS Customer Success, Account Management, or similar environments; 3+ years of direct people management experience in a Customer Success or Account Management organization.
- Required Skills
- SalesforceAccount ManagementSaaS
Requirements
- 6+ years in a customer-facing role within high-velocity SaaS Customer Success, Account Management, or similar environments.
- 3+ years of direct people management experience in a Customer Success or Account Management organization.
- Experience working with supply chain, manufacturing, commerce, or retail customers.
- Proven skills in client retention, strategic account management, and results-oriented customer relationship development.
- Strong operational acumen and a metrics-based management style, including hands-on experience managing workflows through KPIs and SLAs.
- Experience navigating and influencing cross-functional teams.
- Data fluency, including comfort analyzing usage patterns and business impact.
- Demonstrated expertise leveraging platforms such as Salesforce, ChurnZero, and Gong.
- Bachelor's degree or equivalent practical experience.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers, setting clear expectations and driving daily execution.
- Provide hands-on coaching through live call shadowing, real-time feedback, and active support in customer engagements.
- Own team-level outcomes including retention, product adoption, and customer health scores.
- Manage escalations and complex account situations to help CSMs and customers navigate with empathy.
- Drive operational rigor by refining playbooks, cadences, and processes.
- Ensure team execution of tech-touch and human-touch playbooks across SMB and mid-market accounts.
- Support QBRs, pricing reviews, and value proposition pitches for key accounts.
- Collaborate cross-functionally with Product, Sales, and Support to resolve barriers to success.
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