Manager, Customer Success – Strategic Accounts

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

📋 Description

• Lead, mentor, and establish performance expectations for a group of Customer Success Managers.

• Conduct regular assessments and deliver timely, constructive feedback.

• Promote collaboration, accountability, and ongoing improvement.

• Recruit, hire, and onboard new talent.

• Conduct structured one-on-ones to review business portfolios, escalations, OKR progress, cancellation forecasts, and renewal pipelines.

• Review customer interactions and provide documented coaching on renewal discovery, negotiation, value and ROI presentation, and objection handling.

• Facilitate weekly team meetings and review the quality of CRM or customer success platform data.

• Manage relationships at the executive level across High Touch and Strategic Accounts.

• Lead or assist in complex, high-risk, and high-value renewal discussions.

• Guide CSMs on account strategy, problem-solving, and relationship development.

• Oversee the complete renewals process, ensuring early engagement, renewal intent, documented strategies, and risk monitoring.

• Ensure standard price uplift positions and promote forecast discipline.

• Collaborate with Sales and Finance/Deal Desk to structure renewal terms.

• Ensure that accounts have outcome-driven success plans and adoption playbooks.

• Maintain multi-threaded relationships and develop secondary relationships on key accounts.

• Manage the voice-of-customer loop, which includes NPS follow-up and action plans for detractors.

• Resolve escalations within the service level agreement and document risk and sentiment data.

• Develop segment strategies, account coverage strategies, territory designs, and resource planning.

• Analyze business trends and create playbooks for health, adoption, retention, and expansion.

• Collaborate with leadership from Sales, Product, Marketing, and Support.

• Establish KPIs, dashboards, and reporting for retention and growth objectives.

• Own segment-level GRR, NRR, churn, uplift expansion, renewal rate, forecast accuracy, multi-year renewals, logo retention, health scores, NPS, adoption, and business review completion.

• Prepare reports for senior management.

• Monitor team capacity and suggest headcount adjustments.

• Identify skill gaps and implement training and workshop programs.

• Ensure timely completion of enablement and maintain expertise in product and roadmap.

⛳️ Requirements

• Demonstrated leadership experience in a high-growth, fast-paced SaaS environment.

• At least 5 years of relevant experience in Customer Success or Account Management.

• Minimum of 2 years of leadership experience.

• Assertive, positive, and proficient in written and verbal communication.

• Exceptional attention to detail.

• Ability to influence effectively at all organizational levels, including executive and C-level.

• Capability to understand and articulate new technologies and their value propositions.

• Thrive in a dynamic, fast-paced environment while managing a high volume of customer interactions and team coaching.

🏝️ Benefits

• Remote-first culture with flexible work scheduling.

• Unlimited PTO.

• Medical, dental, and vision coverage.

• Training, mentorship, and learning and development programs.

• Opportunities for career development.

• Regular in-person meetups.

• Performance bonuses.

• Equity options.

• Comprehensive benefits package.