Manager, Customer Success

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

📋 Description

• Lead a group of Customer Success professionals tasked with driving adoption, value realization, renewals, and growth within a designated customer portfolio.

• Establish expectations, create scalable processes, and collaborate with Sales, Renewals, Support, Product, and Professional Services.

• Take ownership of team renewal, churn, and expansion results in collaboration with Sales and Renewals.

• Ensure the creation of strategic success plans for key accounts, outlining business objectives, responsible parties, and timelines.

• Supervise annual departmental KPI targets for the designated regions.

• Identify customers at risk, implement save strategies, and coordinate cross-functional mitigation efforts.

• Utilize segmentation, health scores, product usage data, NPS/CSAT, and support signals to prioritize intervention strategies.

• Recruit, onboard, mentor, develop, and conduct performance evaluations for the Customer Success team.

• Create career development pathways that include skills enhancement, certifications, and challenging assignments.

• Implement and refine processes and playbooks for adoption, value realization, and churn reduction.

• Promote effective utilization of Customer Success platforms, CRM systems, and support tools.

• Manage forecasting and reporting related to renewals, risk assessments, and expansion opportunities.

• Maintain precise documentation, including success plans, meeting notes, health updates, and risk logs.

• Act as the main Customer Success liaison for cross-functional teams.

• Collaborate with Sales on initiatives, account strategies, deal assessments, and executive engagement plans.

• Work together with Marketing on customer events, advocacy, testimonials, and success stories.

• Represent Customer Success in escalations and incident analyses.

• Achieve outcomes measured by renewal rates, churn levels, expansion metrics, coverage, customer advocacy, and team health/performance.

⛳️ Requirements

• Proven experience in Customer Success, Account Management, Consulting, or similar customer-facing positions in B2B SaaS or enterprise software.

• Demonstrated experience in leading and guiding teams.

• Competence in managing a rolling four-quarter churn forecast and providing weekly updates to executives regarding an enterprise-level book of business.

• Ability to manage transitions and guide a team towards achieving business objectives in a dynamic environment.

• Strong organizational and prioritization capabilities.

• Proven track record in managing a book of business, interpreting health scores, usage trends, pipeline, and churn patterns, and translating insights into actionable plans.

• Ability to spearhead company programs across functions with Sales, Support, Product, and Professional Services.

• Experience in fostering customer adoption and value realization in complex, multi-stakeholder accounts.

• Comfort in interacting with Director, VP, and C-level executive stakeholders.

• Exceptional written, verbal, presentation, communication, and storytelling abilities.

• Strong understanding of subscription/ARR business models, including renewals and expansion mechanics.

• Prior experience in businesses owned by Private Equity or Venture Capital.

• Preferred: Background in Identity & Access Management (IAM), cybersecurity, or related enterprise SaaS sectors.

• Preferred: Hands-on experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero, as well as CRM tools like Salesforce.

• Preferred: Experience in managing distributed or remote teams across various regions.

🏝️ Benefits

• Flexible and collaborative work environment.

• Company culture that empowers employees to deliver their best work.

• Employee Resource Groups.

• Regular company and team bonding activities.

• Competitive benefits and perks.

• Global volunteering and community engagement initiatives.

• Generous paid time off and holiday schedule.

• Parental leave.

• Progressive healthcare options.

• Retirement programs.

• Opportunity for education reimbursement.

• Commuter offset (specific locations).