Manager, Customer Success
New
C
CalabrioEnterprise SaaS
United StatesFull-TimeManager
SalaryAt least 85,000 USD per year
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Job Details
- Experience
- 4+ years of people management experience leading customer-facing teams, with 6+ years of overall experience in Customer Success, Account Management, or a related function.
- Required Skills
- Data AnalysisPeople ManagementSalesforceCustomer SuccessAccount ManagementCRM
Requirements
- Bachelor's degree or equivalent experience.
- 4+ years of people management experience leading customer-facing teams.
- 6+ years of overall experience in Customer Success, Account Management, or a related function.
- Demonstrated experience managing a team accountable for a book of business, including renewal and expansion targets.
- Working knowledge of CS platforms (e.g., Totango, Gainsight) and CRM systems (e.g., Salesforce).
- Proficiency in using data, dashboards, and health scoring frameworks to manage customer portfolios.
- Strong interpersonal, communication, and relationship-building skills.
- Experience operating in a cross-functional, matrixed environment.
- Ability to travel up to 20% of the time.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers across varying experience levels.
- Own the full people management lifecycle including hiring, onboarding, performance reviews, and development plans.
- Establish and run a consistent team operating rhythm, including account health reviews and strategy discussions.
- Own team-level targets for revenue retention and CSQL-generated expansion pipeline.
- Monitor customer health scores, adoption metrics, and risk indicators to proactively manage churn or contraction.
- Serve as the escalation point for at-risk accounts, engaging directly with customer executives to resolve issues.
- Represent the voice of the customer in cross-functional forums with Sales, Product, Marketing, and Professional Services.
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