Manager, Customer Success

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

📋 Description

• Lead, mentor, and develop a diverse team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring effective execution in customer engagement, technical troubleshooting, and adoption processes.

• Drive measurable results in customer adoption, value realization, renewal preparedness, and overall account health for your designated customer segment.

• Act as the Customer Success product Subject Matter Expert (SME) for your assigned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities.

• Directly engage with a select group of customers to exemplify best-in-class relationship management, conduct strategic business reviews, and facilitate executive-level discussions.

• Oversee technical operations by monitoring Jira ticket trends, configuration needs, integration requirements, and escalation paths in collaboration with Engineering and Support.

• Ensure operational excellence by effectively forecasting, monitoring health scores, promoting playbook adoption, and tracking team-level performance metrics.

• Lead customer communications regarding product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach.

• Participate in the CS leadership on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure that Incident Response/Root Cause Analysis communications align with internal and customer expectations.

• Collaborate cross-functionally with Sales, Support, Product, Engineering, and Professional Services to guarantee that customers experience a cohesive, high-quality journey throughout their lifecycle.

• Advocate for continuous improvement by identifying opportunities to streamline processes, enhance team workflows, and elevate the overall customer experience.

⛳️ Requirements

• 4+ years of experience in Customer Success, Account Management, or a related SaaS leadership position.

• 2+ years of experience in people management with a focus on coaching, mentoring, and developing teams.

• Proven success in driving customer retention, adoption, and revenue growth.

• Strong technical knowledge and troubleshooting abilities, with the capacity to convey complex concepts into customer value.

• Exceptional verbal, written, and presentation skills, with experience engaging with executive stakeholders.

• Demonstrated success in leading process improvements within dynamic, cross-functional environments.

• Familiarity with clinical workflows, healthcare communication, or LEAN methodologies.

• Willingness to travel up to 25%.

🏝️ Benefits

• Remote-first work environment

• Health, Dental, Vision, Life, and Disability Insurance options available from day one.

• 401K plan with matching contributions and immediate vesting.

• 17 company holidays, 2 floating holidays, plus a competitive paid time off policy.

• Opportunities for internal advancement.