Manager, Customer Success – Enterprise

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

📋 Description

• Lead a team of roughly 7-8 Customer Success Managers who support Upmarket clients.

• Foster customer retention, encourage adoption, enhance customer value realization, and achieve operational excellence across the team's portfolio.

• Conduct coaching sessions, performance evaluations, talent assessments, and career development discussions.

• Set expectations and establish operating rhythms that promote consistent execution and favorable customer outcomes.

• Recruit, onboard, and cultivate Customer Success talent while aiding in succession planning.

• Enhance Gross Revenue Retention, customer adoption, satisfaction, and value realization.

• Mentor Customer Success Managers on account strategy, engaging with executive stakeholders, success planning, renewal strategies, risk mitigation, and delivering value.

• Collaborate with Sales leadership to assess customer health, identify growth opportunities, and develop strategic account plans.

• Oversee portfolio forecasting, renewal evaluations, customer health assessments, and risk management practices.

• Ensure the execution of success plans, Executive Business Reviews, account reviews, and customer engagement standards.

• Utilize data and analytics to identify trends, enhance performance, and facilitate informed decision-making.

• Promote the adoption of Customer Success processes, tools, and best practices.

• Work in tandem with Sales, Product, Professional Services, Support, Marketing, and RevOps teams.

• Serve as the voice of the customer and advocate for their needs.

• Support strategic initiatives focused on retention, product adoption, operational scalability, and customer value realization.

• Contribute to the development of Customer Success programs, processes, and operational models.

⛳️ Requirements

• At least 5 years of leadership experience managing customer-facing teams within a SaaS organization.

• Over 8 years of experience in Customer Success, Account Management, Professional Services, Consulting, or other customer-facing roles.

• Proven ability to build, develop, and retain high-performing teams.

• Experience leading teams focused on customer retention, adoption, and achieving positive customer outcomes.

• Strong grasp of SaaS business models and key metrics, including GRR, churn rates, forecasting, customer health, and product adoption.

• Experience in coaching teams on executive engagement, account strategy, value realization, and risk management.

• Excellent communication, coaching, and leadership capabilities.

• Demonstrated ability to enforce operational rigor and accountability through data-driven management practices.

• Strong analytical and problem-solving abilities with the capacity to translate data into actionable insights.

• Comfort with utilizing AI-powered tools and workflows to enhance team productivity, customer insights, coaching effectiveness, and operational scalability.

• Ability to excel in a fast-paced, high-growth environment.

• Willingness to travel up to 25% for customer meetings, team events, and company programs.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Life insurance.

• Disability insurance.

• 401K employer matching program.

• Paid holidays.

• Self-care days.

• Paid time off (PTO).

• Paid parental leave.

• Stock options.

• Equipment and support for effective remote or office work.

• Access to the LinkedIn Learning platform.

• Opportunities for learning and development.

• Quarterly wellness education sessions.

• Wellness days.

• Events hosted by Employee Resource Groups (ERGs).