Customer Success Manager

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

📋 Description

• Lead, mentor, and cultivate a team of Customer Success Managers.

• Foster a coaching culture centered on curiosity about customer businesses, proactive engagement, and ongoing improvement.

• Convert customer success strategies into operational models, playbooks, and key performance indicators (KPIs) for the team.

• Oversee the implementation of onboarding, adoption, value realization, and renewal processes.

• Define and execute quarterly business reviews (QBRs), account evaluations, pipeline assessments, and escalation reviews.

• Track adoption rates, utilization, health scores, churn risks, and renewals.

• Develop standardized playbooks for onboarding, adoption acceleration, risk management, and value realization.

• Take ownership of team performance across adoption, utilization, customer health, renewals, retention, and escalation management.

• Identify and manage accounts at risk with actionable plans grounded in business context.

• Collaborate with Sales on account strategies, renewals, and growth opportunities.

• Work alongside Product, Engineering, Support, and Services to gather feedback and ensure an optimal customer experience.

• Assist in executive business reviews and strategic account conversations.

• Serve as an escalation contact for critical customer situations.

• Establish structure and model practices for customer engagement during RSA’s evolving processes.

• Promote the adoption of new processes, tools, and frameworks.

• Guide the team through real customer scenarios and enhance resilience amid change.

⛳️ Requirements

• Over 7 years of experience in customer success, account management, or related post-sales roles.

• More than 2 years of managerial experience heading customer-facing teams.

• Demonstrated ability to achieve measurable outcomes in adoption, renewals, and customer satisfaction.

• Strong leadership presence with the ability to influence stakeholders across various functions.

• Exceptional communication skills with experience in engaging executive-level audiences.

• Data-driven approach with experience utilizing dashboards, KPIs, and reporting tools.

• Strong capabilities in program management and operational execution.

• Experience in cybersecurity, SaaS, or enterprise technology sectors.

• A coaching mindset with a genuine curiosity about customers’ businesses.

• Ability to translate strategy into operational rhythms, KPIs, and playbooks.

• Maturity in executive communication and partnership with Sales.

• Profile of a builder-owner with experience in leading change.

• Must be legally authorized to work in the United States.

🏝️ Benefits

• Annual discretionary bonuses for eligible full-time, non-Sales employees in the US.

• Flexible paid time off.

• Comprehensive health insurance.

• Disability insurance.

• Life insurance.

• 401(k) retirement plan with company matching contributions.