Customer Success Manager

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

📋 Description

• Build, develop, and lead a high-performing Customer Success team focused on delivering retention, expansion, and customer outcomes across the portfolio.

• Take ownership of team-level GRR, NRR, and expansion targets for direct reports' portfolios.

• Maintain insight into renewal pipelines, at-risk accounts, expansion opportunities, and account health through regular reviews and reporting.

• Identify commercial risks early and drive proactive mitigation strategies.

• Ensure Customer Success Managers (CSMs) maintain documented account strategies, active success plans, and renewal and expansion plans.

• Collaborate with Customer Success Leadership to establish targets, forecast performance, and report on portfolio-level retention and revenue outcomes.

• Act as the executive escalation point for critical or complex account situations.

• Guarantee consistent application of Customer Success playbooks, processes, and standards; identify gaps and drive improvements.

• Develop and operationalize playbooks, renewal frameworks, and success plan standards in partnership with Customer Success Leadership.

• Oversee CSMs with accountability for their performance, development, and career advancement.

• Conduct structured and purposeful one-on-ones, offering regular actionable performance feedback.

• Maintain individual development plans and create stretch opportunities for high-potential team members.

• Address underperformance with clear expectations, documented support plans, and consistent follow-through.

• Participate in hiring decisions, onboarding design, and ramp planning processes.

• Foster a feedback-oriented team environment.

• Collaborate cross-functionally with Sales, Product, Finance, Operations, and Customer Success Leadership to align customer strategies with business objectives.

⛳️ Requirements

• 8–12 years of experience in Customer Success, Account Management, or Customer Growth within B2B SaaS.

• Proven excellence as an individual contributor in Customer Success, equivalent to CSM 3 or CSM Team Lead performance.

• Previous experience in people management with direct reports in Customer Success, account management, or a related customer-facing role.

• Demonstrated capability to develop Customer Success talent through gap identification, development plans, and feedback that produces measurable improvements.

• Strong commercial acumen in NRR, GRR, ARR, churn, and expansion mechanics.

• Experience in managing team performance, setting targets, reviewing pipelines, identifying risks, and driving accountability.

• Proven ability to influence cross-functionally with Sales, Finance, Product, and Operations teams.

• Strong operational instincts with the ability to design and enhance team processes, reporting cadences, and playbook execution standards.

• Familiarity with Customer Success and CRM platforms at both user and team-management levels.

• Exceptional communication skills for delivering difficult feedback, engaging in executive conversations, and representing the team effectively.

• Preferred: Experience as a CS Team Lead, pod lead, or senior advisor prior to direct management roles.

• Preferred: Background in building or redesigning Customer Success team structures, onboarding programs, or career frameworks.

• Preferred: Experience managing CSMs at multiple levels.

• Preferred: Strong data fluency in team dashboards, renewal forecasts, and health scoring systems.

• The final candidate must successfully pass a background check.

🏝️ Benefits

• Comprehensive Health Coverage: Coverage begins on your first day of employment.

• 401K Plan (US): 1:1 match for the first 3% of contributions and 0.5:1 match for the next 2%; pre-tax and Roth options; eligible the first of the month after 90 days; immediately vested.

• RRSP (CAN): 1:1 match for the first 3% of contributions and 0.5:1 match for the next 2%; pre-tax and Roth options; eligible the first of the month after 90 days; immediately vested.

• Flexible PTO: Uncapped paid time off.

• 12 weeks of paid parental leave for all employees.

• Monthly remote-work stipend: $75 USD / $140 CAD per month for phone and internet expenses.

• Generous Holiday Schedule: An extensive list of holidays.