Customer Success Manager II

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

📋 Description

• Oversee the US Scale Customer Success team that caters to a substantial portfolio of mid-market and large commercial private-sector clients.

• Develop and enhance the team's engagement strategies, playbooks, and AI-driven, automated lifecycle engagement programs.

• Guide Customer Success Managers (CSMs) in transitioning from activity-focused to outcome-focused methodologies.

• Establish benchmarks for Scale Customer Success and enhance the team's overall effectiveness.

• Classify customers into distinct service tiers and engagement strategies.

• Propel retention and renewal metrics.

• Collaborate with the Sales team to facilitate account growth.

• Foster comprehensive product adoption alongside CSMs.

• Recruit, nurture, and oversee CSMs managing portfolios exceeding 100 accounts.

• Enhance efficiency through AI, automation, digital initiatives, lifecycle processes, and tool integrations.

• Advocate for AI-driven workflows and resources.

• Detect and address risks utilizing data-informed insights.

• Collaborate with Sales, RevOps, Marketing, Product, and Business Technology teams.

• Directly manage critical customer escalations and provide leadership support.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success or Account Management.

• At least 2 years of direct management experience leading CSMs or comparable customer-facing positions, each handling a portfolio of over 100 accounts.

• Proven experience in constructing or substantially redesigning a scalable, tech-driven, or digital Customer Success model for pooled CSMs with quantifiable retention or expansion results.

• Responsible for or have significant influence over retention and expansion metrics.

• Strong analytical skills and experience leveraging data for prioritization, segmentation, and performance management.

• Capable of leading through uncertainty, organizational change, and rapid expansion in a high-volume setting.

• Experience with a SaaS organization that includes a hardware or IoT component.

• Proficiency in integrating AI into Customer Success workflows to enhance measurable team productivity.

• Advanced skills in Gainsight or similar customer success platforms.

• Experience working closely with Sales on account strategy and expansion initiatives.

• Must reside in the US, excluding the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

🏝️ Benefits

• Competitive total compensation that includes base salary, performance-based bonuses/variable pay, and equity for eligible positions.

• Flexible, employee-driven remote work model.

• Professional development budget.

• Comprehensive health care options.

• Parental leave benefits.

• Adaptable working arrangements with remote, hybrid, or on-site choices where applicable.

• Commitment to equal opportunity and reasonable accommodations.