Manager, Customer Success Management

📋 Description

• Lead, coach, and develop a team of 4–7 pooled Customer Success Managers while promoting
• Manage workload distribution, queue coverage, and team capacity to ensure consistent service across
• Establish portfolio review, renewal, risk, and performance management rhythms, using data to
• Operationalize standardized customer value plays covering onboarding confirmation, adoption
• Define clear value milestones and outcome criteria, ensuring product adoption is connected to
• Own retention performance across the pooled portfolio, including renewal readiness, early risk

🎯 Requirements

• 5+ years of experience in B2B SaaS, including at least 3 years in Customer Success or account
• 2+ years of experience managing or leading Customer Success Manager teams.
• Experience operating a pooled, shared, scaled, or high-volume customer coverage model, or a strong
• Strong knowledge of renewal strategy, retention management, customer health, and risk
• Proven ability to design, implement, and continuously improve repeatable customer success plays
• Strong analytical and data-driven mindset, with the ability to turn portfolio signals into clear

🎁 Benefits

• Annual salary range of $125,000–$155,000 USD, plus eligibility for a discretionary bonus plan.
• Comprehensive medical, dental, and vision insurance.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Annual Lifestyle Spending Account (LSA).
• 401(k) retirement plan with company matching.
• Paid parental leave.