Manager, Customer Success (Velocity)

What You ll Do:

• Join key customer calls to support renewals, troubleshoot issues, or help navigate complex situations.
• Offer strategic input post-call and follow through on internal action items.
• Own a small book of high-impact or high-risk accounts as needed.

• Hold weekly 1:1s with each CSM to support development and unblock challenges.
• Deliver ongoing call coaching (live or async) with actionable, tailored feedback.
• Lead onboarding for new team members and guide continuous enablement.

• Represent your team in cross-functional meetings and leadership check-ins.
• Keep team documentation organized (e.g., Notion, Book of Business updates).
• Communicate updates clearly and efficiently to both your manager and your team.

• Lead or contribute to key strategic projects each quarter to improve how we operate.
• Build repeatable tools, playbooks, and templates that make the team stronger.
• Proactively identify and solve process gaps before they escalate.

• Own renewal forecasting and share insights with Customer Experience and leadership.
• Track key risks and opportunities across your team s portfolio.
• Speak to segment and account health at an executive level with clarity and confidence.

• Customer Empathy & Communication

  : You listen deeply, speak clearly, and advocate for both the customer and the team. Youre the steady presence in a tough conversation.

• Coaching & Talent Development

  : You love helping people grow. You give feedback that s kind, direct, and effective and you track progress over time

• Operational Rigor

  : You keep things moving and well-documented. Your team and peers trust that nothing will fall through the cracks.

• Strategic Insight

  : You connect the dots between daily actions and long-term goals and help your team do the same.

• Cross-Functional Collaboration

  : You build strong partnerships with Sales, Product, Support, and beyond. You re comfortable navigating across teams and priorities.

• Ownership & Accountability

  : You don t wait for someone else to solve the problem you take initiative, follow through, and bring others along.

What You Bring

• 5+ years in Customer Success, Account Management, or a related B2B SaaS role
• 1 2+ years in a people management or team lead capacity
• Excellent communication and stakeholder management skills
• Solid forecasting instincts and comfort with data-driven decision making
• Familiarity with CS platforms, CRMs, and health tracking tools (e.g., Salesforce, Gainsight, Catalyst)

What Success Looks Like

• You re regularly joining and adding value to key customer calls
• Your team receives structured coaching and grows stronger over time
• Strategic projects are scoped clearly and delivered on schedule
• Forecasts are reliable and your leadership team trusts your judgment
• You raise the bar on how Goldcast serves our customers

Compensation: