Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, mentor, and cultivate a team of 4 to 7 pooled Customer Success Managers who are responsible for a shared customer portfolio.

• Coordinate workload distribution, ensure queue coverage, and manage team capacity.

• Facilitate portfolio evaluations, renewals, risk assessments, and performance check-ins.

• Guide CSMs in rapid discovery, effective customer dialogues, and delivering value in fewer interactions.

• Recruit, onboard, and nurture CSM talent.

• Implement the Customer Value Framework through standardized approaches.

• Guarantee lifecycle coverage, onboarding confirmations, adoption milestones, and pre-renewal assessments across the portfolio.

• Set value milestones and define outcome criteria.

• Monitor portfolio health indicators and direct efforts towards accounts that need intervention.

• Take ownership of retention performance, renewal readiness, and early risk identification.

• Collaborate with Renewals and Sales leadership on renewal strategies and expansion routing.

• Define and uphold coverage standards, response expectations, escalation procedures, and handoff protocols.

• Maintain precise records in CRM and CS tools regarding account health, engagement history, and renewal status.

• Utilize metrics such as coverage, response time, adoption rates, health scores, renewal rates, and expansion ARR to drive performance.

• Identify opportunities for automation and process enhancements to boost capacity.

• Work alongside Support, Product, Professional Services, Renewals, and Sales to enhance the customer journey.

• Highlight systemic risks, adoption obstacles, and product feedback trends to senior leadership.

• Contribute to strategic planning efforts for the overall Customer Success organization.

⛳️ Requirements

• Minimum of 5 years of experience in the B2B SaaS sector.

• At least 3 years in Customer Success or account management roles.

• Over 2 years of experience managing or leading CSM teams.

• Proven experience operating within a pooled, shared, or scaled coverage model, or a demonstrated capability to construct one.

• Strong knowledge of renewal strategies, retention management, and identifying risks at scale.

• Demonstrated ability to design and enhance repeatable plays, playbooks, and operational standards.

• Comfortable navigating systems and data rather than solely focusing on individual account relationships.

• Possess a strong analytical mindset, with the ability to convert portfolio signals into prioritized team actions.

• Leadership style rooted in transparency, accountability, and high standards.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Tax-advantaged accounts (HSA, FSA).

• Annual Lifestyle Spending Account (LSA).

• 401(k) plan with company matching.

• Paid parental leave.

• Vacation, personal, and wellness days.

• Annual budget for learning and development.

• Eligibility to participate in the company’s annual bonus program.