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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success ManagementAccount ManagementSaaSProduct AdoptionRenewal ExecutionRisk ManagementKPI TrackingPortfolio ManagementProcess ImprovementForecasting
Soft Skills
LeadershipCoachingCollaborationStrategic ThinkingExecutive EngagementJudgmentUrgencyCalm Under PressureAccountabilityTeam Culture Development
Industry Keywords
Customer HealthRetention PerformanceCross-Functional LeadershipComplex AccountsMulti-Threaded RelationshipsCommercial ImpactCustomer EscalationsSenior StakeholdersExpansion OpportunitiesAccount Strategy
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