Manager, Customer Success (Enterprise)
Core
Lead the Americas Customer Success team to manage customer engagement from deployment through renewal, building scalable engagement models and optimizing operational processes for a large volume of customers.
Role type
Senior IC Customer Success Manager (Team Lead)
Builds
Scalable customer engagement models, CSM playbooks, and optimized operational platforms
Domain
B2B Technology / Cybersecurity
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership, Customer Success lifecycle management, Scalable model design, Playbook development, Operational optimization, Cross-functional collaboration, Business growth strategy, Data analysis, Enterprise segment experience, Cybersecurity domain knowledge
Preferred skills
Regional sales leadership partnership
Technologies
Customer Success platforms, Operational tools
Responsibilities
Recruit and lead the Americas Customer Success team; Create value-based plans and set KPIs for the team; Develop the CSM playbook mapping the customer journey; Optimize the Customer Success operational platform; Collaborate with onboarding, sales, support, and product teams; Drive business growth by maximizing value and reducing churn; Analyze customer data to improve experience and articulate value.