Customer Success Manager
CFC
Cyber Security
Director/Manager, Customer Success
Geoforce
full-time
Posted on:
Location Type: Hybrid
Location: Plano • Texas • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Lead, mentor, and develop a team of Customer Success Managers, fostering a high-performance, customer-first culture.
- Drive customer retention and satisfaction through scalable processes, metrics, and best practices.
- Partner with Sales, Product Management, Support, and Engineering to ensure customer needs are represented and met.
- Develop, monitor, and analyze team performance metrics (utilization, retention, NPS, renewals) and drive continuous improvement.
- Standardize and optimize customer lifecycle processes, tools, and reporting (Salesforce, Vitally, etc.).
- Oversee quarterly business reviews, renewals, and escalation management.
- Serve as a senior point of contact for key customers when required.
- Provide strategic insights to leadership regarding customer health, risks, and growth opportunities.
- Travel as needed to support team members and customer engagement (estimated 10–15 trips per year).
Requirements
- 7+ years of experience in Customer Success, Account Management, or Client Services
- 3+ years of experience in a Director or VP level role leading a team of people
- Bachelor’s degree or equivalent work experience
- Experience with Salesforce, Gainsight, and customer analytics tools required
- Industry background in Oil & Gas, Construction, Transportation, Equipment Rental, or related fields strongly preferred
Benefits
- Health insurance
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer retentioncustomer satisfactionperformance metricscontinuous improvementcustomer lifecycle processesescalation managementstrategic insightscustomer analytics
Soft skills
leadershipmentoringteam developmentcustomer-first culturecollaborationcommunication
Certifications
Bachelor’s degree