Lead, mentor, and develop a team of Customer Success Managers and Account Managers.
Create clear goals and success metrics, conduct pipeline reviews, and drive accountability for renewals and expansion.
Own a portfolio of strategic and enterprise accounts to ensure retention, adoption, and satisfaction.
Serve as a trusted advisor to customers by guiding them on best practices and aligning product capabilities to their goals.
Forecast renewals and expansion opportunities, proactively managing pipeline and renewals.
Build and implement Customer Success playbooks, tooling, and reporting to drive efficiency and consistency.
Develop metrics and dashboards to track adoption, health scores, renewals, and churn.
Work closely with Sales, Product, Engineering, Solutions Architecture, and Technical Support to deliver a seamless customer experience.
Collect and analyze customer feedback to inform product roadmap and participate in our Customer Advisory Board (CAB).
Champion customer lifetime value (LTV) and “stickiness” through measurable success outcomes.
Identify at-risk accounts early and implement retention and adoption strategies.

Requirements

8+ years in Customer Success, Account Management, or related roles, with at least 3 years managing a team.
Experience in B2B SaaS, ideally in cybersecurity, DevOps, or infrastructure software.
Experience building dashboards, playbooks, and CS processes from the ground up.
Proven track record of driving renewals, expansion, and customer retention metrics.
A customer advocate at heart! You thrive on solving problems, building relationships, and delivering measurable value.

Benefits

Fully remote within the U.S.
A culture of mentorship, equity, and psychological safety
Competitive salary & meaningful equity
Flexible paid time off
14 paid holidays
Comprehensive health benefits
Remote work stipend
Health & wellness stipend
Learning & development stipend
401(k) match
100% remote + company off-sites

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

customer success managementaccount managementB2B SaaSdashboard buildingplaybook developmentrenewal metricsexpansion metricscustomer retention metricsdata analysispipeline management

Soft skills

leadershipmentoringgoal settingcommunicationproblem solvingrelationship buildingcustomer advocacyaccountabilitystrategic thinkingcollaboration