Manager, Customer Success Management

📋 Description

• Lead, coach, and develop a team of 4 to 7 pooled CSMs supporting a shared customer portfolio.
• Manage workload distribution, queue coverage, and capacity across the team so no customer segment
• Conduct regular portfolio reviews, renewal and risk reviews, and performance check ins.
• Coach CSMs on rapid discovery, efficient customer conversations, and getting to value in fewer
• Build a culture of accountability, collaboration, and continuous improvement.
• Hire, onboard, and develop CSM talent suited to a fast moving, high volume environment.

🎯 Requirements

• 5+ years of experience in B2B SaaS.
• 3+ years in Customer Success or account management.
• 2+ years managing or leading CSM teams.
• Experience operating a pooled, shared, or scaled coverage model, or a demonstrated ability to build
• Strong understanding of renewal strategy, retention management, and risk identification at volume.
• Proven ability to design and improve repeatable plays, playbooks, and operating standards.

🎁 Benefits

• Medical, dental, and vision insurance
• Tax advantaged accounts (HSA, FSA)
• Annual Lifestyle Spending Account (LSA)
• 401(k) with company matching
• Paid parental leave
• Vacation, personal, and wellness days