Customer Success Manager

📋 Description

• Take charge of the ongoing enhancement of personnel, processes, and technology to establish a top-tier Customer Success program for our global clientele.

• Create, implement, and consistently improve a tiered engagement model: low-touch / high-engagement for SMBs and high-touch / high-engagement for enterprise and government clients.

• Establish and monitor a customer health framework that integrates product usage, sentiment, support, and commercial indicators to facilitate proactive interventions.

• Act as a player-coach by managing a strategic portfolio while also leading and nurturing the wider Customer Success team.

• Develop, document, and promote the use of playbooks for renewals, expansion, churn reduction, and recovery of at-risk customers across all segments.

• Create and sustain a reliable renewals pipeline through meticulous forecasting, risk assessment, and stage-gate discipline.

• Collaborate with Sales on cross-selling and upselling initiatives across our multi-product portfolio, ensuring Customer Success identifies qualified expansion opportunities and supports intricate multi-product land-and-expand strategies.

• Achieve measurable enhancements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), logo retention, and time-to-value.

• Operationalize and continuously enhance the Customer Success technology stack, including Gong, HubSpot, Maxio, Confluence, and JIRA.

• Assess, recommend, and implement top-tier additions to the Customer Success tech stack (for instance, dedicated CS platforms, digital engagement tools, AI-driven workflows).

• Define and manage the KPI framework that influences the renewals pipeline, GRR/NRR, adoption, expansion, NPS/CSAT, and overall productivity of the Customer Success team.

• Construct dashboards and reporting rhythms that furnish leadership and the Board with a transparent, data-driven perspective on customer health and commercial results.

• Recruit, cultivate, mentor, and retain a high-performing global Customer Success team across SMB, enterprise, and government segments.

• Establish career pathways, performance frameworks, and enablement programs that facilitate the growth of Customer Success talent at scale.

• Promote a culture centered on accountability, customer obsession, collaboration, and continuous improvement.

• Serve as the data-driven representative of the customer to Sales, Product, Marketing, and Engineering, translating insights into roadmaps, go-to-market strategies, and lifecycle programs.

• Collaborate with Sales leadership on segmentation, joint account strategies, handoffs, and shared revenue responsibility.

• Work with Product on adoption, feature feedback, beta testing, and customer advisory boards.

• Partner with Marketing on customer references, case studies, advocacy, and lifecycle communications.

• When applicable, lead the integration of acquired businesses, customer bases, and product lines into a cohesive Customer Success program.

⛳️ Requirements

• Bachelor's degree is required; an advanced degree is a plus.

• Over 7 years of progressive experience in B2B SaaS Customer Success, with a minimum of 3 years in a leadership or player-coach role.

• Proven success in operating within both SMB (low-touch / high-engagement) and enterprise/government (high-touch / high-engagement) segments.

• A demonstrated history of creating and operationalizing tiered Customer Success programs at scale.

• Extensive hands-on experience in developing and executing playbooks for renewals, expansion, churn reduction, and cross-selling/upselling within a multi-product environment.

• Strong commercial acumen with direct responsibility for the renewals pipeline, GRR, and NRR.

• Experience in integrating acquired businesses and product lines into a unified Customer Success program is highly regarded.

• Practical experience in implementing and optimizing leading CS technology stacks; familiarity with Gong, HubSpot, Maxio, Confluence, and JIRA is strongly preferred.

• Strong data fluency: adept at defining KPIs, constructing dashboards, and utilizing data to inform decisions and enhance team performance.

• Awareness of modern AI and automation techniques for scaling Customer Success operations is a plus.

• Proven capability to recruit, develop, mentor, and retain high-performing Customer Success teams.

• Excellent stakeholder management and executive communication skills across customers, peers, and leadership.

• Strong collaboration skills across functions with Sales, Product, Marketing, and Engineering.

🏝️ Benefits

• Flexible working hours

• Professional development opportunities