Build, lead, and mentor a team of CSMs supporting Commercial and Digital customers
Foster a collaborative, high-performance, and customer-centric culture
Provide coaching, performance management, and career development support
Drive accountability through clear goals, metrics, and regular feedback
Partner with Customer Success and cross-functional leaders to define segment-specific strategies
Execute programs tailored to Commercial and Digital customer needs
Design and operationalize scaled engagement models, including digital-first approaches
Ensure consistency in customer journeys while adapting for segment nuances
Maintain visibility into adoption, health scores, and engagement metrics across the portfolio
Guide the team in identifying churn risks and expansion opportunities
Drive proactive outreach and intervention based on data insights
Support account reviews and leverage segment-level insights to improve outcomes
Champion digital customer success strategies such as automated outreach and lifecycle programs
Partner with Operations and Marketing to build scalable engagement programs
Promote self-service resources to improve customer experience and efficiency
Continuously optimize the balance between high-touch and tech-touch engagement
Ensure strong stakeholder relationships across Commercial accounts
Deliver consistent value through both direct and digital interactions
Capture and synthesize customer feedback to inform internal teams
Act as the voice of the customer to influence product and go-to-market strategy
Collaborate with Sales, Product, and Marketing to drive adoption and expansion
Support renewal strategies and improve retention outcomes across segments
Leverage data to contribute to accurate forecasting and pipeline visibility
Identify and scale growth opportunities within the Commercial and Digital base
Implement and refine processes that enable scale and efficiency
Improve team productivity through tooling, automation, and best practices
Standardize workflows and reporting for consistency and visibility
Monitor industry trends and evolve engagement strategies accordingly

Requirements

4+ years of experience in Customer Success, Account Management, or related fields
Prior people management experience with a track record of developing high-performing teams
Experience supporting Commercial, SMB, or high-volume customer segments
Experience with digital/scaled tech touch customer success models
Background in Cybersecurity, DevOps, or a related technical domain preferred
Strong operational mindset with experience building or optimizing processes
Proven ability to drive retention and growth in a metrics-driven environment
Excellent communication and interpersonal skills across diverse audiences
Bachelor’s degree in a relevant field; advanced degree preferred

Benefits

Equity/stock options
Unlimited PTO
Remote work with flexible coworking and team meetup opportunities
Home office and internet stipend
100% health/dental/vision insurance coverage for you and your family

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SuccessAccount ManagementPerformance ManagementCoachingData InsightsProcess OptimizationMetrics-Driven EnvironmentDigital Customer Success ModelsAutomationForecasting

Soft Skills

LeadershipCollaborationCommunicationInterpersonal SkillsMentoringCustomer-Centric CultureStakeholder RelationshipsProblem SolvingAdaptabilityTeam Productivity