Customer Success Manager

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

📋 Description

• Lead a team of 10 Customer Success Managers across both Enterprise and Scaled customer segments.

• Establish and refine engagement models for the high-touch Enterprise tier and the tech-touch Scaled tier.

• Create a standardized Account Health Scoring system for a portfolio exceeding 1,000 accounts.

• Transition from informal Slack collaboration to a structured internal knowledge repository and formal playbooks.

• Utilize leading indicators to initiate proactive outreach for customer retention.

• Oversee daily performance of the Customer Success team through key performance indicators (KPIs).

• Mentor team members and facilitate their professional development.

• Report directly to the Director of Customer Success.

• Transform crowdsourced knowledge into repeatable, data-driven playbooks that enhance global retention.

⛳️ Requirements

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

• Proficiency in using CRM, BI tools, or Excel to monitor account health, predict churn, and assess team performance.

• Capability to design scalable processes.

• Proven experience in successfully implementing new tools, workflows, or playbooks.

• A coaching-first management approach.

• High emotional intelligence.

• Ability to work with advanced data visualization tools (preferred).

• Experience in selecting or implementing a Customer Success platform such as Gainsight, Vitally, or ChurnZero (preferred).

• Familiarity with the automotive industry (preferred).

• Completion of a Wonderlic Assessment by the end of the recruitment process.

🏝️ Benefits

• 100% remote work environment.

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

• 100% employer-paid medical insurance.

• Equity package.

• Flexible PTO with a minimum of 15 days.

• Generous parental leave policy.

• Options for FSA and HSA.

• 401(k) plan.

• Growth & Wellness Stipend.

• Work-from-home equipment provided.

• Opportunity to engage with cutting-edge technology.

• A collaborative culture with high ownership.

• Opportunities for professional development and career advancement.

• Comprehensive benefits package.

• Flexible work arrangements.