Manager, Customer Success

📋 Description

• Lead, coach, and develop a team of Customer Success Managers.
• Provide hands-on coaching through live call shadowing and feedback.
• Own team outcomes including retention, adoption, and customer health scores.
• Manage escalations and complex accounts with empathy.
• Drive operational rigor by refining playbooks, cadences, and processes.
• Execute tech-touch and human-touch playbooks at scale for SMB and mid-market.

🎯 Requirements

• 6+ years in a customer-facing SaaS CS/AM role.
• 3+ years of direct people management in CS/AM, with coaching/hiring.
• Experience with supply chain, manufacturing, commerce, or retail clients.
• Proven skills in client retention and strategic account management.
• Strong operational acumen with KPIs and SLAs.
• Proactive, autonomous, and able to drive solutions.
• Experience influencing cross-functional teams to deliver outcomes.
• Data fluency and ability to analyze KPIs and business impact.
• Experience with Salesforce, ChurnZero, Gong, and AI tools.

🎁 Benefits

• Comprehensive benefits: medical, dental, vision, family leave, 401(k) match.
• Flexible PTO and Cin7 Day for wellbeing.
• Culture of inclusion and diversity.
• Growth opportunities with learning resources and clear paths.
• Global team with company-sponsored events and flexible work.