Team Manager, Customer Success

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

📋 Description

• Recruit, onboard, coach, and nurture a high-performing team of Enterprise Customer Success Managers.

• Set performance expectations, develop career advancement plans, and implement accountability measures.

• Conduct coaching sessions, performance evaluations, and talent assessments.

• Promote a culture focused on customer satisfaction and results-oriented performance.

• Enhance customer retention, ensure renewal readiness, and mitigate risks across enterprise accounts.

• Facilitate proactive customer engagement through executive business reviews, success planning, and adoption initiatives.

• Collaborate with Sales to identify opportunities for expansion and cross-selling.

• Manage customer health monitoring and intervention strategies for accounts at risk.

• Cultivate relationships with executive stakeholders within key enterprise clients.

• Assist in strategic account planning and customer success strategies for complex accounts.

• Serve as the escalation point for critical customer issues and business challenges.

• Ensure that clients achieve measurable business outcomes and derive value from TeamViewer solutions.

• Partner with Sales leadership on renewals, growth initiatives, and customer lifecycle management.

• Work alongside Support, Professional Services, Product, and Operations teams to enhance the customer experience.

• Represent the voice of the customer by providing actionable feedback to internal stakeholders.

• Promote cross-departmental collaboration to address customer challenges and improve results.

• Establish and refine customer success processes, playbooks, and best practices.

• Utilize customer health data, usage analytics, and feedback to inform decision-making.

• Anticipate customer retention and proactively manage business risks.

• Maintain accurate account documentation and ensure CRM hygiene.

• Communicate business performance, customer trends, risks, and opportunities to senior leadership.

• Create dashboards and reports to measure team effectiveness and customer outcomes.

• Present customer success strategies and business reviews to executive stakeholders.

⛳️ Requirements

• Bachelor’s degree in business, technology, management, or a related field; DEX experience is preferred.

• 7+ years of experience in Customer Success, Account Management, Consulting, or similar customer-facing roles.

• 3+ years of people management experience leading Customer Success or Account Management teams.

• Experience managing enterprise and strategic customer relationships within a SaaS or technology organization.

• Proven track record of driving customer retention, adoption, and revenue growth.

• Demonstrated ability to lead, inspire, and cultivate high-performing teams.

• Strong coaching and mentoring skills.

• Experience managing through change and implementing organizational initiatives.

• Excellent executive presence and stakeholder management expertise.

• In-depth understanding of customer lifecycle management and customer success methodologies.

• Ability to identify business risks and develop strategies for mitigation.

• Strong strategic thinking and problem-solving capabilities.

• Experience conducting Executive Business Reviews (EBRs) and value realization conversations.

• Familiarity with CRM platforms (Salesforce preferred).

• Knowledge of Customer Success platforms like Gainsight, Totango, ChurnZero, or similar tools.

• Ability to analyze customer usage, health scores, and business performance metrics.

• Strong presentation and communication abilities.

• Experience supporting enterprise software, SaaS, digital workplace, remote connectivity, or IT operations solutions.

• Understanding of customer adoption frameworks and change management principles.

• Experience leading globally distributed teams.

🏝️ Benefits

• Competitive compensation and bonuses.

• Flexible PTO and paid holidays.

• 401(k) with employer matching.

• Comprehensive health insurance package, including 100% employer-paid medical coverage.

• Up to 12 weeks of parental leave.

• Basic life insurance.

• Short-Term and Long-Term Disability, 100% employer-paid.

• Quarterly team-building events.

• Leadership luncheons.

• Companywide “All Hands” meetings.

• Open door policy.

• Business casual dress code.

• Inclusive workplace culture.

• Accommodation support during the application or hiring process.