Customer Success Manager

Bloom Equity Partners

Customer Success Manager leading continuous improvement in customer experience for an internationally recognized information management company. Managing renewals, expansion, and upsell strategies in a B2B SaaS environment.

Posted 5/2/2026full-timeRemote • 🇺🇸 United StatesSeniorLeadWebsite

About the role

Key responsibilities & impact

Own the continuous improvement of people, process, and technology to deliver a best-in-class Customer Success program across the global customer base.
Design, operationalize, and continuously refine a tiered engagement model: low-touch / high-engagement for SMB and high-touch / high-engagement for enterprise and government customers.
Define and instrument a customer health framework that combines product usage, sentiment, support, and commercial signals to drive proactive intervention.
Serve as a player-coach by personally owning a strategic book of business while leading and developing the broader CS team.
Develop, document, and drive adoption of playbooks for renewals, expansion, churn mitigation, and at-risk recovery across all customer segments.
Build and maintain a predictable renewals pipeline with rigorous forecasting, risk scoring, and stage-gate discipline.
Partner with Sales on cross-sell and upsell motions across our multi-product portfolio, ensuring CS surfaces qualified expansion opportunities and supports complex multi-product land-and-expand strategies.
Drive measurable improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), logo retention, and time-to-value.
Operationalize and continuously optimize the Customer Success tech stack, including Gong, HubSpot, Maxio, Confluence, and JIRA.
Evaluate, recommend, and implement best-in-class additions to the CS tech stack (e.g., dedicated CS platforms, digital engagement tooling, AI/agentic workflows).
Define and own the KPI framework that drives renewals pipeline, GRR/NRR, adoption, expansion, NPS/CSAT, and CS team productivity.
Build dashboards and reporting cadences that provide leadership and the Board with a clear, data-driven view of customer health and commercial outcomes.
Recruit, develop, mentor, and retain a high-performing global Customer Success team across SMB, enterprise, and government segments.
Build career paths, performance frameworks, and enablement programs that grow CS talent at scale.
Foster a culture of accountability, customer obsession, collaboration, and continuous improvement.
Act as the data-driven voice of the customer to Sales, Product, Marketing, and Engineering, translating insights into roadmap, GTM, and lifecycle programs.
Partner with Sales leadership on segmentation, joint account planning, handoffs, and shared revenue accountability.
Partner with Product on adoption, feature feedback, beta programs, and customer advisory boards.
Partner with Marketing on customer references, case studies, advocacy, and lifecycle communications.
Where applicable, lead the integration of acquired businesses, customer bases, and product lines into the unified Customer Success program.

Requirements

What you’ll need

Bachelor's degree required; or relevant advanced degree a plus.
7+ years of progressive experience in B2B SaaS Customer Success, with at least 3+ years in a leadership / player-coach capacity.
Demonstrated success operating across both SMB (low-touch / high-engagement) and enterprise / government (high-touch / high-engagement) segments.
Proven track record building and operationalizing tiered Customer Success programs at scale.
Hands-on experience developing and executing playbooks for renewals, expansion, churn mitigation, and cross-sell / upsell in a multi-product environment.
Strong commercial acumen with direct accountability for renewals pipeline, GRR, and NRR.
Experience integrating acquired businesses and product lines into a unified Customer Success program is a strong plus.
Hands-on experience implementing and optimizing best-in-class CS tech stacks; working knowledge of Gong, HubSpot, Maxio, Confluence, and JIRA strongly preferred.
Strong data fluency: comfortable defining KPIs, building dashboards, and using data to drive decisions and team performance.
Familiarity with modern AI / automation approaches to scaling CS operations is a plus.
Demonstrated ability to recruit, develop, mentor, and retain high-performing Customer Success teams.
Excellent stakeholder management and executive communication skills across customers, peers, and the leadership team.
Strong cross-functional collaboration skills with Sales, Product, Marketing, and Engineering.

Benefits

Comp & perks

Flexible working hours
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaS Customer Successcustomer health frameworkrenewals playbooksexpansion playbookschurn mitigationcross-sellupsellKPI frameworkdata fluencyAI/automation approaches

Soft Skills

leadershipmentoringstakeholder managementexecutive communicationcross-functional collaborationcustomer obsessionaccountabilitycontinuous improvementteam developmentstrategic thinking

Certifications

Bachelor's degreeadvanced degree