Manager, Customer Success

Job Objective:

The Manager of the Customer Successis responsible for leading, developing, and strategically guiding a team of Customer Success Managers (CSMs) to deliver exceptional customer experiences through scale and automation. This role requires a seasoned leader who can cultivate a team culture of excellence, resilience, and customer-centricityusingdigital and scaled interactions. The ideal candidate will demonstrate the ability to drive customer success initiatives, influence cross-functional partnerships, and align strategic goals with broader organizational objectives to enhance customer retention, growth, and overall satisfaction.

What You will Do:

• Leadership & Team Development: Oversee a team of Customer Success Managers, providing guidance, mentorship, and professional development to support individual and team growth. Conduct regular performance evaluations, set team goals, and foster an inclusive, collaborative environment.

• Scaled Customer Engagement Programs: Design and implement scalable customer success programs that deliver proactive, personalized engagement across the customer lifecycle. Leverage digital channels, AI, and automation to reach broader customer segments efficiently.

• Customer Health & Predictive Insights: Operationalize the use of customer health scores and predictive churn models to drive timely, data-informed interventions.

• AI-Driven Customer Success: Champion the adoption of AItools to enhance customer interactions, automate routine tasks,and deliver intelligent recommendations.

• Customer Success Metrics & Reporting: Define, track, and report on Customer Success metrics, such as Net Promoter Score (NPS), customer health scores, and revenue retention metrics (NRR and GRR), to track progress and continuous improvement of our digital and optimization initiatives.

What You will Bring:

• 7+ years of experience in a customer-facing role within a B2B SaaS environment, including 3+ years in a management capacity with direct reports.

• Demonstrated success inleading and developing a high-performing team, with measurable improvements in customer success metrics.

• Ability to drive cross-functional collaboration, manage complex customer relationships, and align team objectives with broader organizational goals.

• Strong analytical and strategic planning skills, with the ability to interpret data, assess performance, and make data-driven decisions.

• Skilled in optimizing digital touchpoints and customer journeys.

• Strong proficiency in interpreting customer health scores, churn models, and predictive analytics.

• Ability to translate insights into actionable strategies and interventions.

• Experience designing and executing scaled engagement programs (e.g., tech-touch, digital success).

• Familiarity with segmentation strategies and lifecycle-based interventions.

• Experience implementing AI-driven workflows or personalization strategies.

Core Competencies:

• Leadership & Development: Inspire, mentor, and lead the team, driving continuous improvement and excellence.

• Operational Strategy & Execution: Set and execute strategic plans focused on customer engagement, retention, and satisfaction.

• Cross-functional Collaboration & Influence: Act as a key advocate for customers, influencing cross-departmental initiatives to align with customer needs and outcomes.