Confiant Inc

Customer Success Manager

• Build cohesion across Customer Success, Technical Escalation, and Sales Engineering into a single team with shared culture and accountability
• Develop a high performing team through structured coaching, clear career paths, and hiring and onboarding programs that scale with the business
• Set and track team wide goals across retention, customer health, and operational performance, driving accountability at every level
• Own the full customer lifecycle from pre-sales trial through long term retention, ensuring a seamless and high quality experience at every stage
• Drive strategic account reviews, executive relationships, and proactive outreach programs that protect and grow revenue
• Define the metrics, processes, and playbooks that keep customers successful and the team operating at a consistent standard
• Oversee the end-to-end resolution of complex customer issues, from initial escalation through root cause analysis and systemic fixes
• Set and enforce operational SLAs, surface patterns across incidents, and partner with Product and Engineering to address underlying gaps
• Build the tooling, documentation, and institutional knowledge that raises the team's technical capabilities over time
• Shape company-wide strategy as a senior voice on the leadership team, bringing a customer centric perspective to business decisions
• Drive alignment across Product, Engineering, and Sales to ensure customer needs are reflected in roadmap priorities and operational commitments
• Lead the organizational response to major incidents and escalations, coordinating communication and decision-making across functions

Head of Customer Success