Customer Success Manager

• Manage, coach, and develop a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) within an assigned segment (Commercial or Federal).
• Serve as the primary escalation point for customer accounts in your segment.
• Set strategy and establish and monitor KPIs for adoption, retention, renewal, and expansion across accounts.
• Lead customer-facing engagements such as Executive Business Reviews (EBRs), roadmap discussions, and escalations.
• Build scalable playbooks for proactive engagement and consistent support delivery.
• Represent the customer voice internally to drive product enhancements and process improvements.
• Partner with Sales, Services, Product, Support, and Services to align initiatives and ensure smooth ticket resolution and project handoffs.
• Develop talent through coaching and mentoring to ensure customers achieve adoption, retention, and measurable value from the RegScale platform.

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