About this role
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