Manager, Customer Success

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

📋 Description

• Lead, coach, and develop the Americas Customer Success Manager team.

• Manage and mentor CSMs through weekly one-on-ones, account assessments, and call shadowing.

• Create tailored growth plans for CSM professional development.

• Conduct call evaluations and feedback sessions, scoring onboarding kickoffs based on the CSM rubric.

• Recruit, onboard, and train new CSMs as the team expands.

• Establish CSM rhythms, success strategies, quarterly business reviews (QBRs), executive business reviews (EBRs), and escalation procedures.

• Balance workloads across various territories and segments.

• Manage strategic-account CSM playbooks and contribute to the digital-led approach for smaller accounts.

• Promote adoption and usage aligned with entitlements, ensuring customer health.

• Identify potential risks and collaborate with Renewals to prevent unexpected renewal issues.

• Work alongside Sales to enhance usage and product expansion, including opportunities sourced by CSMs.

• Manage critical customer relationships and address escalations.

• Utilize customer success dashboards and platforms to direct team priorities.

• Communicate prioritized customer feedback to the Product team.

• Enhance the utilization of HubSpot and Pylon, ensuring accurate account data management.

• Develop a fully ramped Americas CSM team and create the CSM playbook.

⛳️ Requirements

• Over 5 years of experience in Customer Success within a B2B SaaS organization.

• At least 2 years in a managerial or formal leadership role overseeing CSMs.

• Proven success in coaching CSMs for growth, including promoting or advancing team members into larger roles.

• Practical experience managing a portfolio of mid-market and enterprise accounts, including relationships at the executive level.

• Comfortable working with technical products and engaging with technical buyers, such as network and infrastructure engineers.

• Experience in developing playbooks, operational cadences, and performance metrics from the ground up in a growing company.

• Strong analytical skills with data to assess health, usage, and support indicators.

• Excellent written and verbal communication skills within a fully remote team setting.

• Based in the Americas and able to collaborate across North American time zones.

• Familiarity with SaaS companies concentrating on network automation or infrastructure/DevOps tools.

• Proficiency in Spanish or Portuguese is advantageous for supporting LATAM customers.

• Knowledge of HubSpot and Pylon or comparable CRM, customer success, and support platforms is a plus.

• Exposure to NetBox is desirable.

• Experience with open-source or product-led companies is beneficial.

• Background in designing digital-led or scaled customer success programs alongside high-touch service is advantageous.

🏝️ Benefits

• Equity.

• Bonus.

• Equal opportunity employer.

• Accommodations provided during the hiring process.