Manager - Customer Success
New
C
CordanceB2B SaaS
United States - RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8–12 years
- Required Skills
- Data AnalysisPeople ManagementCustomer SuccessAccount ManagementCRM
Requirements
- 8–12 years of experience in Customer Success, Account Management, or Customer Growth in B2B SaaS.
- Demonstrated track record of excellence as an individual contributor in CS, equivalent to CSM 3 or Team Lead.
- Prior people management experience with direct reports in a customer-facing function.
- Proven ability to develop CS talent through feedback, coaching, and development plans.
- Strong commercial literacy regarding NRR, GRR, ARR, churn, and expansion mechanics.
- Experience managing team performance, including setting targets and reviewing pipelines.
- Demonstrated cross-functional influence across Sales, Finance, Product, and Operations.
- Strong operational instincts to design and improve team processes and reporting.
- Proficiency with CS and CRM platforms at both user and team-management levels.
- Exceptional communication skills for providing feedback and navigating executive conversations.
Responsibilities
- Own team-level GRR, NRR, and expansion targets with accountability for aggregate performance.
- Maintain a real-time view of the renewal pipeline, at-risk accounts, and expansion opportunities through account reviews.
- Identify commercial risk early and drive proactive mitigation across the portfolio.
- Ensure every CSM has a documented account strategy, active success plans, and clear renewal/expansion plans.
- Partner with CS Leadership to set targets, forecast performance, and report on retention and revenue outcomes.
- Serve as the executive escalation point for critical or complex account situations.
- Manage a team of CSMs with direct accountability for their performance, development, and career progression.
- Conduct regular, structured 1:1s focused on performance and professional development.
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