Manager II, Customer Success
Core
Lead a high-volume portfolio of mid-market and large commercial customers in the US private sector, driving renewal outcomes, product adoption, and expansion through scalable, AI-driven engagement programs.
Role type
Manager II, Scale Customer Success (builder role)
Builds
Digital, automated, lifecycle & AI-driven engagement programs and playbooks for CSMs
Domain
SaaS / IoT / Connected Operations
Required skills
Customer Success management, People leadership (hiring/developing CSMs), Segmentation strategy, Renewal & expansion strategy, Data analytics, Cross-functional partnership, AI workflow adoption, Risk management
Preferred skills
SaaS with hardware/IoT experience, AI integration in CS workflows, Gainsight proficiency, Sales partnership experience
Technologies
Gainsight, AI-powered workflows, Digital engagement tools
Responsibilities
Define segmentation strategy and engagement models for high-volume accounts; Drive retention and expansion outcomes; Hire, develop, and manage a team of CSMs; Partner with Sales to drive account growth; Champion AI and automation to boost team productivity; Step into critical customer escalations personally; Collaborate with Product, RevOps, and Marketing to improve CX.
Seniority
Manager II, hands-on IC with people leadership