Customer Success Manager

• Set the global vision and strategy for Customer Success Management (CSM), Technical Account Management (TAM), Customer Success Support (CSS), and CS Operations, aligning with company growth goals
• Drive innovation and excellence across all CS functions, ensuring consistent customer outcomes and scalable best practices worldwide
• Lead the design and execution of global frameworks and programs, including PODs, Customer Segmentation, Expansion Dashboard, Risk Management, and the Executive Sponsor Program
• Oversee deployment and optimization of CS tools and technologies (e.g., ChurnZero, Salesforce, Zendesk), ensuring automation, reporting, and enablement deliver measurable business value
• Own the roadmap requirements process with Product & Engineering to ensure customer-facing teams’ needs are prioritized
• Guide incident reduction initiatives, collaborating with the CTO, Product, and Research teams to minimize escalations and drive proactive customer stability
• Provide leadership to a global organization that includes both people managers and individual contributors
• Lead day-to-day execution of global TAM, Support, and CS Operations teams, ensuring alignment with the company’s vision for customer-centric service delivery
• Implement and evolve processes, job roles, and performance expectations to ensure clarity and accountability across functions
• Develop, coach, and scale leadership talent across CSM, TAM, CSS, and Support to drive accountability and execution
• Define and adjust commission and incentive structures in partnership with Finance
• Manage KPIs, workforce planning, and regional alignment across TAM, Support, and CS Ops aligned to business growth objectives
• Ensure alignment between Customer Success and Sales leadership through consistent operating rhythms and executive engagement
• Collaborate cross-functionally (Sales, Product, Marketing, Engineering) to ensure operational processes support broader Customer Success strategies and deliver a seamless customer experience
• Drive customer health, renewals, and growth while ensuring customer-centric service delivery, operational excellence, and scalability worldwide

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