Customer Success Manager
EasyLlama - HR & Compliance Training For Modern Teams
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, California, Colorado, Florida, Illinois, Louisiana, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $108,000 - $147,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead and manage the daily operations of a Customer Success team of 5–6 CSMs, ensuring strong performance and engagement.
- Coach and develop team members on Customer Success fundamentals, renewal mechanics, and account management best practices.
- Oversee renewal and expansion opportunities, supporting CSMs in driving growth and minimizing churn.
- Manage customer escalations with a calm, solutions-oriented approach, ensuring quick resolution and positive outcomes.
- Maintain forecasting accuracy, providing visibility into renewal pipelines and potential risks.
- Ensure process adoption across the team, reinforcing operational consistency and data hygiene within our CRM.
- Partner cross-functionally with Sales, Product, and Marketing to drive alignment on customer needs and outcomes.
Requirements
- An experienced people manager with a track record of developing high-performing teams.
- Skilled in renewal and expansion strategy, with a strong understanding of renewal mechanics and customer lifecycle management.
- Passionate about coaching, giving actionable feedback, and celebrating wins.
- Highly organized and disciplined when it comes to forecasting and CRM hygiene (HubSpot experience preferred).
- Adept at refining early-stage processes and helping teams adapt to evolving Customer Success models.
- Comfortable in fast-paced, high-volume environments, with experience supporting pooled or one-to-many customer motions.
- Experienced in SaaS Customer Success, managing teams of similar size, and overseeing renewals and CRM-based forecasting.
Benefits
- Flexible, fully remote environment
- 4 Weeks PTO - Recharging is essential. We respect your time off and encourage it.
- Competitive employer-sponsored health insurances
- 401(k) + company matching
- Professional development reimbursements
- Quarterly remote work stipend
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer lifecycle managementrenewal mechanicsaccount managementforecastingCRM hygiene
Soft skills
people managementcoachingactionable feedbackorganizational skillssolutions-oriented approach