Manager - Customer Success
Core
Build, develop, and lead a high-performing Customer Success team to deliver exceptional retention, expansion, and customer outcomes across a B2B SaaS portfolio.
Role type
Senior IC people manager (Customer Success)
Builds
High-performing CS teams delivering retention and expansion outcomes
Domain
B2B SaaS
Required skills
People leadership, talent development, commercial literacy (NRR/GRR/ARR), performance management, risk oversight, cross-functional influence, operational excellence, CS coaching, CRM platform management
Preferred skills
Prior CS Team Lead or senior advisor experience, experience building CS team structures, managing multi-level CSMs
Technologies
CS platforms, CRM platforms
Responsibilities
Own team-level GRR, NRR, and expansion targets; Maintain real-time view of renewal pipeline and at-risk accounts; Identify and mitigate commercial risk; Ensure documented account strategies for key accounts; Partner with leadership on targets and forecasting; Serve as executive escalation point; Drive consistent application of CS playbooks; Manage CSM performance and career progression; Conduct regular 1:1s and performance feedback; Develop individual development plans; Identify high-potential members; Address underperformance; Contribute to hiring and onboarding; Build a feedback-rich team environment
Seniority
Senior, hands-on IC