Manager, Customer Success
Core
Lead a team of Customer Success Managers to drive onboarding, product adoption, and retention for a high-volume portfolio of 150+ small and medium-sized businesses using an AI-powered platform.
Role type
Manager, Customer Success (SMB)
Builds
Customer success processes, playbooks, and team performance for SMB clients
Domain
SaaS / AI for local business
Deliverable
production ML models
Required skills
Team leadership, retention management, product adoption, commercial forecasting, CRM proficiency, stakeholder management
Preferred skills
Experience with Salesforce, HubSpot, or Gainsight
Responsibilities
Coach and develop CSMs, own team performance against retention/adoption targets, manage high-volume portfolio health, design scalable playbooks, partner with Sales/Product/Marketing, forecast renewals, recruit and train team members
Seniority
Manager, hands-on leadership