Manager, Customer Success Management

Responsibilities

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• Lead, coach, and develop a team of 4 to 7 pooled CSMs
• Manage workload distribution and ensure no customer segment goes unattended
• Conduct regular portfolio and performance reviews
• Coach CSMs on efficient customer interactions
• Build a culture of accountability and continuous improvement
• Operationalize the Customer Value Framework through standardized plays
• Own retention performance and partner with Renewals and Sales leadership

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Qualifications

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• 5+ years of experience in B2B SaaS, including 3+ years in Customer Success or account management
• 2+ years managing or leading CSM teams
• Experience operating a pooled, shared, or scaled coverage model
• Strong understanding of renewal strategy and retention management
• Proven ability to design and improve repeatable plays and operating standards
• Strong analytical mindset to translate portfolio signals into action
• Leadership style grounded in transparency and high standards

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Benefits

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• Comprehensive medical, dental, and vision insurance
• Tax-advantaged accounts (HSA, FSA)
• Annual Lifestyle Spending Account (LSA)
• 401(k) with company matching
• Paid parental leave
• Vacation, personal, and wellness days
• Annual learning and development budget

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Location

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Remote - US based candidates only, no visa sponsorship available

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Compensation

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$125,000 – $155,000 annually

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Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.