Manager, Customer Success
Kustomer
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $135,000 - $175,000 per year
About the role
- Leading and developing a high-performing team of CSMs focused on driving customer retention, expansion, and AI adoption outcomes
- Hiring and retaining exceptional team members. Coach and develop those team members to be able to handle larger and more complex books of business.
- Driving KPIs across renewals, expansions, product adoption, AI utilization, and measurable automation performance
- Acting as a strategic point of escalation for your team’s clients when needed, ensuring risk mitigation and catalyzing opportunities to action
- Empowering your team to act as advocates for the customer, advising on complex problems within our organization and escalating when appropriate
- Ensuring consistent processes/SLAs to collaborate with Product, Engineering, TAMs, Technical Support, and other teams
- Owning our client-facing processes, policies, playbooks, and values so as to empower your team to be successful with their clients
- Designing and launching internal processes to create a scalable infrastructure for our Customer Success team
- Supporting and designing repeatable frameworks to share customer feedback with the Product organization while proactively helping customers understand our product roadmap and timelines
- Partnering with Product and Engineering to surface insights on AI performance, feature adoption, and customer feedback to inform our roadmap
- Expanding our list of referenceable customers
- Traveling to visit customers onsite ~ 25%
- May involve handling sensitive personal data
Requirements
- 10+ years of Customer Success or Account Management with a highly technical SaaS product ideally including AI-powered or automation-first platforms
- 3+ years of management experience leading Customer Success or Account Management teams
- Experience guiding enterprise customers through digital transformation, automation initiatives, or AI adoption
- Expert negotiation skills including renewals, mitigating losses during contraction, expansions, and upsell/cross-sell
- Proven ability to identify risk and opportunity through data analysis, including usage metrics and performance analytics
- Experience with enterprise accounts ($500K - $1M ARR+) both managing directly and managing people who oversee accounts of that size
- Track record of building and scaling high-performing teams in high-growth environments
- Ability to translate complex technical capabilities into business value
- Highly organized and skilled at building, improving, and scaling processes that demonstrably increase efficiency and profitability in a scaled customer success function
- Experience leading strategic QBRs that incorporate performance insights and forward-looking roadmap alignment
- Effective, solutions-focused cross-functional collaboration with Product, Engineering, Finance, Sales, Professional Services, Support teams
- Eagerness to explore and understand the features and use cases of the Kustomer platform
- Track record of using data and statistics to identify patterns and generate recommendations for process/product improvements
- Curiosity and enthusiasm for AI innovation and emerging customer experience technologies.
Benefits
- 100% healthcare coverage
- 401K
- WiFi and Mobile reimbursement
- Generous vacation policy
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementAI adoptionautomation initiativesdata analysisperformance analyticsnegotiation skillsprocess improvementdigital transformationenterprise accounts
Soft Skills
leadershipcoachingrisk mitigationcross-functional collaborationorganizational skillsproblem-solvingcustomer advocacystrategic thinkingcommunicationcuriosity