Manager II, Customer Success

📋 Description

• Segmentation strategy: determine customer segmentation into service tiers and engagement models
• Renewal outcomes: drive retention as the primary lens for every operating decision, not a reporting
• Expansion collaboration: partner with Sales to drive growth within accounts
• Product adoption: work with CSMs to drive breadth and depth of product adoption
• People leadership: hire, develop, and manage a team of CSMs, each managing portfolios of 100+
• Productivity and efficiency: drive measurable output per CSM through AI, automation, digital

🎯 Requirements

• 5+ years of experience in Customer Success or Account Management
• 2+ years of direct people management experience leading CSMs or similar customer-facing roles with
• Demonstrated experience building or significantly redesigning a scale, tech-touch, or digital CS
• Demonstrated ownership or significant influence over retention and expansion outcomes
• Strong analytical capability; comfortable using data to drive prioritization, segmentation, and
• Proven ability to lead through ambiguity, organizational change, and fast growth in a high-volume

🎁 Benefits

• Flexible, employee-led remote model
• Professional development stipend
• Comprehensive health and parental leave plans
• Above-market total compensation through base salary, performance-based bonus/variable pay, and