Manager – Customer Success

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

📋 Description

• Lead, mentor, and cultivate a team of Customer Success Managers (CSMs) across small to medium-sized businesses, mid-market, and enterprise segments.

• Manage a select portfolio of strategic accounts at the executive level, encompassing success planning, renewals, and expansion initiatives.

• Drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS) results across the entire team's business portfolio.

• Oversee the team's churn prediction framework, retention strategies, and account health metrics.

• Establish and uphold standards for CRM and Customer Success platforms; ensure data integrity and the team's operational rhythm.

• Advocate for AI-powered tools and processes that enhance team effectiveness while maintaining the quality of customer relationships.

• Collaborate cross-functionally with Sales, Product, and Marketing teams on initiatives related to retention, expansion, and customer advocacy.

⛳️ Requirements

• A minimum of 5 years of experience in customer success, account management, or a related B2B SaaS role.

• At least 3 years of experience leading or managing a Customer Success team, with a proven ability to develop talent and enhance performance.

• Proven experience managing enterprise-level or complex multi-property accounts at the executive level.

• Strong understanding of commercial principles, including retention economics, renewal dynamics, and guiding CSMs through challenging conversations.

• Proficient in CRM and Customer Success platforms (such as HubSpot, Salesforce, or similar).

• Demonstrated experience utilizing AI tools to enhance Customer Success or operational efficiency.

• Comfortable working in a global, distributed environment across multiple time zones.

• Experience in hospitality or property technology is an advantage, though not mandatory.

🏝️ Benefits

• Work from home flexibility.

• Join a global team.

• Competitive base salary.

• Comprehensive company health insurance plan.

• 401(k) Retirement Plan.

• Generous Paid Time Off (PTO).

• Opportunities for growth and advancement.