Manager, Customer Success
Core
Lead, coach, and develop a team of Customer Success Managers (CSMs) to achieve high customer retention and superior net revenue retention (NRR) through operational excellence and process adherence.
Role type
Senior IC Customer Success Manager (Team Lead)
Builds
Customer success playbooks, health scoring methodologies, escalation procedures, and team performance metrics
Domain
SaaS / WordPress Hosting / Customer Success
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and coaching, performance management, data analysis and forecasting, CRM and CS platform proficiency, risk mitigation, process improvement, stakeholder management, change management
Preferred skills
Experience with Gainsight or Catalyst, experience with Salesforce, ability to handle complex renewal negotiations, experience working with Director/VP levels
Technologies
Gainsight, Catalyst, Salesforce, Gong
Responsibilities
Build and scale the CSM team, manage daily operations and goal setting, drive retention and growth targets (GRR/NRR), oversee risk management and escalations, analyze customer and performance data, ensure tool utilization and data integrity, collect and synthesize customer feedback for product teams, assist with complex renewals
Seniority
Manager, hands-on IC
