Manager, Customer Success

Summary

The Manager, Customer Success is responsible for driving revenue retention, customer lifetime value, and scalable customer experience execution by leading a team of Customer Success Managers. This role ensures consistent adoption of the Customer Success model to improve product utilization, reduce churn, and accelerate renewals and expansion opportunities.

As a player-coach, the Manager leads team performance while directly engaging in complex customer scenarios, and partners cross-functionally to remove friction across the customer lifecycle and improve operational efficiency.

Core Accountabilities

1. Revenue Retention & Growth

• Own team performance against renewal rate, churn reduction, and expansion targets
• Drive proactive account engagement to increase product adoption and customer value realization
• Lead strategy for at-risk accounts and escalations to protect revenue

2. Team Performance & Development

• Build and coach a high-performing team aligned to customer outcomes and commercial objectives
• Establish clear expectations, accountability, and development plans for each team member
• Improve time to productivity through structured onboarding and continuous coaching

3. Operational Excellence & Scalability

• Enforce standard work and CRM discipline to improve execution consistency and forecasting accuracy
• Drive continuous improvement initiatives to enhance productivity and cost-to-serve
• Scale repeatable processes to support growth without proportional headcount increases

4. Customer Experience & Cross-Functional Alignment

• Partner with Sales, Support, Product, and Operations to improve end-to-end customer experience
• Reduce handoff friction and improve alignment across the commercial lifecycle
• Ensure consistent delivery of customer-centric, outcomes-based engagement

5. Data-Driven Performance Management

• Leverage reporting and dashboards to drive visibility, prioritization, and decision-making
• Translate insights into coaching actions, process improvements, and revenue protection strategies
• Improve system adoption to enable automation, insight generation, and scalability

Qualifications

Required

• Bachelor’s degree or equivalent professional experience
• Minimum of 5 years of experience in Customer Success, Account Management, or a related customer‑facing role
• Minimum of 5 years of experience in people management or team leadership experience
• Demonstrated ability to lead change, coach performance, and drive accountability
• Strong written, verbal, and interpersonal communication skills
• Experience working with CRM platforms such as Salesforce

Preferred

• Experience in SaaS, technology, or industrial environments
• Familiarity with customer health metrics, renewal forecasting, and churn‑reduction strategies
• Experience applying Lean, Kaizen, or continuous improvement methodologies

Success Measures

• Customer retention and renewal performance
• Team productivity, engagement, and ramp effectiveness
• Forecast accuracy and proactive risk mitigation
• Adoption of standard work, CRM discipline, and operating cadence
• Continuous improvement and scalability of Customer Success operations