Customer Success Manager

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

📋 Description

• Lead a team of Customer Success Managers while managing a varied portfolio.

• Establish and refine engagement models for both Enterprise and Scaled tiers.

• Create a comprehensive Account Health Scoring system.

• Shift the team from informal Slack-based collaboration to a more organized knowledge base.

• Transition the team from a reactive approach to proactive outreach by utilizing leading indicators.

• Oversee the daily performance of the Customer Success team through clearly defined KPIs.

⛳️ Requirements

• A minimum of 2 years of experience in managing a Customer Success team, or 4+ years as a Senior/Lead CSM prepared for advancement.

• Demonstrated capability in managing both high-touch Enterprise accounts (including QBRs and multi-stakeholder navigation) and Scaled/Digital segments (automation and mass communication).

• Proficiency in using data from CRM, BI tools, or Excel to monitor health, anticipate churn, and report on team performance.

• Skill in designing scalable processes; you have successfully rolled out a new tool, workflow, or playbook in the past.

• A coaching-oriented management style that aligns with our supportive and collaborative culture.

🏝️ Benefits

• Fully remote work environment.

• Medical, Dental, and Vision insurance available within 30 days.

• 100% employer-covered medical insurance.

• Equity package.

• Flexible PTO with a minimum of 15 days.

• Generous Parental Leave.

• Options for FSA and HSA.

• 401(k) plan.

• Growth and Wellness Stipend.

• Work-from-home equipment provided.

• Opportunity to work with cutting-edge technology.

• A collaborative culture that emphasizes high ownership.

• Opportunities for professional development and career advancement.