Manager, Customer Success

About the Role
The Manager, Customer Success leads a team of Customer Success Managers responsible for driving adoption, value realization, retention, and expansion across a defined customer portfolio. This full-time role owns the operational rhythm for the team, including renewal readiness, qualified lead pipeline generation, customer health management, and playbook execution.
The position is accountable for team-level revenue outcomes—including revenue retention, renewal rates, and expansion pipeline—while developing team members into high-performing customer advocates. This role partners cross-functionally with Sales, Product, Marketing, and Professional Services to ensure customers realize measurable value from the platform.
Role Details
Role Title: Manager, Customer Success
Employment Type: Full time
Location: United States
Travel Requirements: Ability to travel up to 20% of the time
Key Responsibilities
Lead, coach, and develop a team of Customer Success Managers across varying experience levels.
Oversee the full people management lifecycle, including hiring, onboarding, performance reviews, development plans, and performance management.
Establish and run a consistent team operating cadence, including account health reviews, forecast calls, account planning sessions, and strategy discussions.
Set clear standards for team activity, output quality, and customer outcomes, holding team members accountable to those benchmarks.
Build team capabilities through structured coaching on executive engagement, business review delivery, value realization storytelling, and expansion identification.
Manage team capacity and workload distribution to maintain balanced account coverage.
Own team-level targets for revenue retention and qualified lead-generated expansion pipeline.
Ensure the team documents customer outcomes and measurable value realization to capture and share customer success stories.
Drive team execution against renewal timelines to ensure early risk identification and proactive intervention.
Oversee expansion pipeline generation and qualification, advancing opportunities through established approval and staging processes.
Monitor customer health scores, adoption metrics, and risk indicators across the portfolio, initiating corrective action when trends signal churn or contraction risk.
Ensure consistent execution of scheduled customer check-ins, success plans, and periodic business reviews.
Serve as an escalation point for at-risk accounts, engaging directly with customer executives to resolve issues and protect revenue.
Participate in strategic customer meetings, executive business reviews, and renewal discussions to reinforce value and commitment.
Coach team members on establishing and maintaining multi-threaded relationships with customer stakeholders, including economic buyers and operational sponsors.
Ensure timely identification, documentation, and resolution of customer concerns across the portfolio.
Represent the voice of the customer in cross-functional forums with Sales, Product, Marketing, and Professional Services.
Partner with Sales leadership on account strategy alignment, handoff workflows, and joint renewal and expansion planning.
Deliver structured customer feedback and adoption insights to Product teams.
Coordinate with Professional Services and Support to align delivery expectations with customer objectives.
Oversee customer success playbook execution and iteration, ensuring adherence to engagement models, success planning frameworks, and escalation protocols.
Utilize customer success platforms, dashboards, and reporting tools to monitor customer health, adoption trends, and team performance.
Identify process gaps and implement continuous improvements across workflows, templates, and reporting.
Provide accurate renewal and expansion forecasts to leadership on a regular schedule.
Required Qualifications
Bachelor's degree or equivalent experience.
4+ years of people management experience leading customer-facing teams, with 6+ years of overall experience in Customer Success, Account Management, or a related function.
Demonstrated experience managing a team accountable for a book of business, including renewal and expansion targets.
Working knowledge of customer success platforms and tooling (such as Totango or Gainsight) and CRM systems (such as Salesforce).
Proficiency in using data, dashboards, and health scoring frameworks to manage customer portfolios and guide team actions.
Strong interpersonal, communication, and relationship-building skills with the ability to engage customer executives.
Experience operating effectively within a cross-functional, matrixed organizational environment.
Strong organizational skills with the ability to prioritize across multiple accounts, team members, and competing demands.
Successful completion of a background screening process, which may include employment verifications, criminal history search, OFAC, Social Security verification, and credit and drug screenings where applicable and in accordance with federal and local regulations.
Preferred Qualifications
Experience in workforce management, customer experience, or enterprise SaaS environments.
Demonstrated track record of improving net revenue retention or gross renewal rates within a managed portfolio.
Familiarity with customer segmentation models and tiered engagement strategies.
Background in coaching and mentoring Customer Success professionals.
Experience driving or contributing to a structured expansion pipeline program, such as Customer Success Qualified Lead (CSQL) or similar qualification-based models.
Compensation and Benefits
Base salary starting at $85,000, with final compensation based on candidate skills, experience, and qualifications.
Comprehensive health coverage, including medical, dental, and vision insurance.
Retirement benefits including a 401(k) plan with company match.
Life insurance and disability insurance.
Paid time off, including flexible PTO and paid holidays.
Paid parental leave.
Tuition reimbursement and professional training and development opportunities.
Equal Opportunity and Accommodations
The hiring organization is an Equal Opportunity Employer and is committed to providing a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, parental status, or any other status protected by applicable federal, state, or local laws and regulations.
Applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, and require a reasonable accommodation to participate in the application process due to a disability, may request an accommodation. Applicants requesting an accommodation may be required to provide supporting documentation. Information concerning accommodation requests will be shared only with individuals who have a specific need to know.

Work arrangement
Yes