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About the role
Key responsibilities & impact- Lead and develop a high-performing CSM team.
- Manage, coach, and develop a team of Customer Success Managers.
- Raise the bar on customer strategy, account planning, executive engagement, and execution quality.
- Build clear team expectations, operating rhythms, and accountability mechanisms.
- Support hiring, onboarding, performance management, and career development.
- Foster a strong, collaborative, commercially minded, and customer-first team culture.
- Help CSMs connect day-to-day customer activity to broader business outcomes.
- Drive customer outcomes and retention performance.
- Lead team execution against customer health, product adoption, renewal readiness, and risk mitigation goals.
- Partner with CSMs on strategy for high-priority, complex, or at-risk accounts.
- Identify trends across the customer portfolio and translate them into team priorities, playbooks, and cross-functional recommendations.
- Improve how the team surfaces, manages, and communicates customer risk.
- Collaborate closely with Sales on account strategy, renewal planning, expansion opportunities, and risk mitigation.
Requirements
What you’ll need- Meaningful experience leading Customer Success, Account Management, or another post-sale customer-facing team in a SaaS or subscription software environment.
- Experience supporting or leading teams responsible for large, complex, strategic customers with multi-threaded relationships, technical products, executive stakeholders, and meaningful commercial impact.
- Experience managing a range of CSM profiles.
- Proven ability to coach CSMs through complex account strategy, executive engagement, renewals, adoption, and risk management.
- Strong understanding of product adoption, customer health, renewal execution, expansion signals, and revenue retention.
- Strong operational rigor, including account inspection, forecasting support, KPI tracking, process improvement, and portfolio management.
- Strong cross-functional leadership skills.
- Executive presence and comfort engaging with senior customer stakeholders.
- Strong judgment, urgency, and calm under pressure when managing customer escalations.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Success ManagementAccount ManagementSaaSProduct AdoptionRenewal ExecutionRisk ManagementKPI TrackingPortfolio ManagementProcess ImprovementForecasting
Soft Skills
LeadershipCoachingCollaborationStrategic ThinkingExecutive EngagementJudgmentUrgencyCalm Under PressureAccountabilityTeam Culture Development