Customer Success Manager

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

📋 Description

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

• Cultivate and scale a high-performance culture within the Success team.

• Oversee daily operations, set goals, manage career development, and foster team growth.

• Conduct regular one-on-ones and performance evaluations using Gong, while providing coaching on customer engagement, risk management, and renewal strategies.

• Guide Customer Success team members in strategies to build enduring customer relationships.

• Ensure compliance with customer success playbooks, health scoring methods, and escalation protocols.

• Drive retention initiatives to achieve monthly and quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.

• Supervise the identification and mitigation of at-risk accounts and lead customer escalations to resolution.

• Manage and report on Customer Health Scores, Sales Pipeline, Risk Trends, Churn Forecasting, and Success Plans.

• Ensure proper usage of CRM and Customer Success platforms, maintaining data integrity.

• Implement a consultative, solutions-oriented approach to customer engagement.

• Gather and analyze customer feedback, providing actionable insights to leadership and Product teams.

• Collaborate with Operations and other managers to enhance the efficiency of the customer journey.

• Work alongside the Director of Customer Success and global partners to refine processes, systems, and resources.

• Assist CSMs in complex renewal negotiations and managerial customer escalations.

⛳️ Requirements

• 4-6 years of experience in leading a customer experience or customer success team.

• 2+ years of formal experience in directly managing and leading a customer-facing team.

• Proven proficiency with Customer Success platforms such as Gainsight and Catalyst.

• Skilled in using CRM systems like Salesforce to manage customer health and forecasting.

• Well-versed in Customer Success best practices and methodologies.

• Ability to analyze and interpret data to enhance performance and boost customer retention.

• Exceptional leadership, interpersonal, problem-solving, and decision-making abilities.

• Experience in leading change and collaborating effectively with management at all levels.

• Proven track record in handling critical customer issues.

• Capability to manage multiple projects while maintaining a keen attention to detail.

• Adaptability to new or changing business requirements.

• Strong communication skills for effective interaction in both small and large group settings.

• Bachelor's degree in Business or a related field.

🏝️ Benefits

• Company stock options available to all employees.

• Comprehensive medical, dental, vision, and life insurance plans.

• Coverage for fertility and IVF medications.

• 401(k) plan with a 4% company match.

• Contributions to Health Savings Accounts ($750 for individuals / $1,500 for families).

• Fully employer-paid short- and long-term disability insurance.

• Generous paid time off (PTO).

• 10 paid holidays each year.

• 4 designated wellness days.

• 1 floating holiday.

• Fully paid parental and caregiver leave.

• One-time $500 stipend for home office setup.

• Monthly $100 wellness allowance.

• Complimentary subscription to Calm.

• Pet insurance options available.

• Coverage for accidents and critical illnesses.

• Legal and identity theft protection services.

• Ongoing educational opportunities through LinkedIn Learning, Workday Learning, and the Career Growth Portal.