8020REI

Customer Success Manager

• Role Overview: We’re seeking a results-driven, strategic leader to take full ownership of our Customer Success function and scale it through our next phase of growth. As Head of Customer Success , you won’t just manage a team, you’ll own the outcomes. That means driving retention, maximizing customer lifetime value, and turning client success into a consistent growth engine. You’ll lead and grow a team of 7+ CSMs and Operations specialists, build scalable systems, and ensure our clients achieve measurable results with 8020REI. You’ll play a critical role in supporting our expansion into new verticals , starting with home services, ensuring that the CS function is built to deliver impact at scale.
• Key Responsibilities: Own retention, expansion, and customer success outcomes , not just processes Design and execute a scalable CS strategy aligned with business growth and vertical expansion Build systems and processes to predict risk, prevent churn, and increase customer lifetime value Lead and grow a high-performing team, setting clear KPIs and ensuring execution against results Drive operational excellence through CRM optimization, dashboards, playbooks, and team rhythms Act as the escalation point, ensuring resolution and reinforcing value Partner closely with Sales and Product to align goals, improve onboarding, and capture feedback loops Play a key role in launching new verticals, ensuring Customer Success is ready to support expansion Champion a culture of accountability, ownership, and continuous improvement across the CS team