Customer Success Manager

📋 Description

• Lead, mentor, and nurture a hybrid team of Customer Success Managers (CSMs) through one-on-one meetings, call evaluations, deal and renewal assessments, and career development strategies.

• Establish clear standards for customer engagement quality, documentation, and follow-through; enhance accountability through measurable objectives.

• Develop team operating rhythms (such as standups, pipeline and portfolio reviews, and training sessions) that promote consistency in a hybrid work environment.

• Assist in the hiring, onboarding, and ramp-up of new CSMs; participate in succession planning and team capacity assessments.

• Ensure consistent execution of the hybrid success strategy (including onboarding milestones, mid-contract health evaluations, and renewal planning coupled with trigger-based outreach).

• Guarantee that each CSM keeps up-to-date success plans for priority accounts, which include goals, adoption strategies, key performance indicators (KPIs), and mutual action plans.

• Oversee renewal readiness across the team's portfolio: predict outcomes, identify risks early, and coordinate renewal strategies with Sales and Account Management.

• Provide guidance on escalation management for at-risk customers, ensuring clear problem statements, internal alignment, and prompt customer communication.

• Track customer health using product usage, support signals, and engagement data; convert insights into prioritized actions for the team.

• Maintain precise forecasting for renewals and associated risks in CRM and customer success tools; ensure data accuracy, notes, and next steps are consistently documented.

• Identify process gaps and create playbooks, templates, and training materials that enhance efficiency and improve customer experience at scale.

• Report on team performance and customer outcomes to leadership, including trends, risks, successes, and recommendations.

• Collaborate with Sales and Account Executives on account strategy, renewals, and expansion opportunities; ensure smooth transitions and consistent customer messaging.

• Work with Support and Product teams to address recurring issues, influence the product roadmap based on customer feedback, and enhance self-service resources.

• Coordinate with Implementation and Professional Services to ensure customers achieve timely value and that onboarding processes are measurable and repeatable.

⛳️ Requirements

• Bachelor’s degree in business, marketing, or a related field; an MBA is a plus, or equivalent professional experience.

• Over 8 years of experience in Customer Success, Account Management, Consulting, or a similar customer-facing role within a SaaS or technology environment.

• At least 1 year of leadership experience (or demonstrated team-lead responsibility) with a proven track record in coaching performance and developing talent.

• Experience in managing renewal forecasting and assessing risks in a recurring revenue business model.

• Strong analytical abilities: comfortable using usage and health data to prioritize actions and influence stakeholders effectively.

• Exceptional communication skills and executive presence, capable of leading customer discussions and fostering internal alignment.

• Ability to operate efficiently in a hybrid setting and within a matrix organization; possesses strong prioritization and change management skills.

• Familiarity with cybersecurity principles, particularly in areas like Data Security and Application Security.

• Experience in engaging and establishing trust with security-focused individuals (e.g., CISOs, Security Architects, SecOps teams).

• Candidates must be legally authorized to work in the United States for any employer at the time of hire.

🏝️ Benefits

• Elective health, dental, vision, FSA/HSA, voluntary life and AD&D, whole group life with LTC, critical illness, hospital indemnity, accident insurance, legal plan, identity theft protection, and pet insurance.

• Retirement savings plan available after 30 days of employment, featuring company contributions and matching, with no vesting period.

• Paid holidays and time off provided by the company.

• Company-sponsored life insurance, AD&D, disability coverage, employee assistance program, and well-being initiatives.