Manager, Customer Success (Bellevue, WA / Chicago, IL)
Core
Lead and coach a team of Customer Success Managers to drive enterprise renewals, retention, and expansion for an AI GRC platform.
Role type
Manager, Customer Success
Builds
Enterprise GRC platform (Risk Cloud) for governance, risk, and compliance teams
Domain
GRC, Risk Management, Compliance, B2B SaaS
Deliverable
production ML models
Required skills
People leadership, team coaching, commercial accountability, stakeholder navigation, OKR framework, process innovation, AI adoption advocacy, talent cultivation
Preferred skills
GRC domain knowledge, low-code/no-code SaaS experience, customer success platforms (Planhat, Salesforce), Generative AI tools
Technologies
Risk Cloud, Planhat, Salesforce, Google Suite, Slack
Responsibilities
Lead and mentor a team of CSMs across US and UK; Own team-level renewal, retention, and expansion metrics; Provide strategic escalation support for complex accounts; Develop and scale internal standards and playbooks; Cascade company objectives using OKRs; Partner with Sales, Implementation, and Product teams; Coach team on leveraging AI capabilities
Seniority
Manager, hands-on leadership