Manager, Customer Success Management
New
B
BlueCatB2B SaaS
USA - RemoteFull-TimeManager
Salary$125,000 - $155,000 USD per year plus participation in a discretionary bonus plan
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Job Details
- Experience
- 5+ years of experience in B2B SaaS, including 3+ years in Customer Success or account management and 2+ years managing or leading CSM teams
- Required Skills
- Customer SuccessAccount ManagementCRM
Requirements
- Have 5+ years of experience in B2B SaaS.
- Have 3+ years of experience in Customer Success or account management.
- Have 2+ years of experience managing or leading CSM teams.
- Bring experience operating a pooled, shared, or scaled coverage model, or demonstrate the ability to build one.
- Understand renewal strategy, retention management, and risk identification at volume.
- Demonstrate the ability to design and improve repeatable plays, playbooks, and operating standards.
- Be comfortable managing through systems and data rather than individual account relationships.
- Translate portfolio signals into prioritized team action.
Responsibilities
- Lead, coach, and develop a team of 4 to 7 pooled Customer Success Managers.
- Manage workload distribution, queue coverage, and team capacity across the shared customer portfolio.
- Conduct portfolio, renewal, risk, and performance reviews.
- Operationalize the Customer Value Framework through standardized plays and lifecycle coverage.
- Set value milestones and ensure product adoption is connected to tangible business results.
- Own retention performance, renewal readiness, and early risk detection for the pooled portfolio.
- Partner with Renewals and Sales leadership on renewal strategy and expansion routing.
- Define coverage standards, response expectations, escalation paths, and handoff protocols.
- Maintain accurate CRM and customer success tooling records, and use portfolio metrics to guide performance.
- Partner with Support, Product, Professional Services, Renewals, and Sales to improve the customer journey.
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