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About the role
Key responsibilities & impact- Lead and manage a team of Customer Success Supervisors who oversee frontline staff or customer-facing functions.
- Set clear expectations, KPIs, and performance targets aligned with enterprise account objectives.
- Provide regular coaching, feedback, and development to Supervisors to drive team success.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Ensure consistent execution of customer success plans for strategic accounts across the team.
- Serve as a regional escalation point for high-priority enterprise customer concerns.
- Partner with Supervisors to ensure customers are realizing full value from products/services.
- Implement and reinforce customer success strategies and policies across the area team.
- Track performance metrics (e.g., retention, NPS, revenue growth) and ensure corrective actions are taken when needed.
- Collaborate with cross-functional departments (Sales, Product, Support) to ensure seamless customer experiences.
- Report area performance, challenges, and customer insights to the Customer Success Director.
- Participate in regional strategy sessions and help translate strategic goals into team-level actions.
- Drive consistency and efficiency across teams through training, process improvements, and standard operating procedures.
- Support account planning efforts with the Director to identify expansion opportunities within customer accounts.
Requirements
What you’ll need- Bachelor’s degree required; business, marketing, or related field preferred.
- Strong people leadership skills with the ability to manage through layers (via Supervisors).
- Excellent communication, organizational, and conflict-resolution skills.
- Proficiency in CRM systems (e.g., Salesforce) and customer success tools.
- Strong analytical and strategic thinking capabilities.
- Ability to travel as needed to support team and customer engagement.
- Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.
Benefits
Comp & perks- Medical/prescription drug coverage
- Dental & Vision Benefits
- Flexible Spending Account
- Health Savings Account
- Dependent Care Flexible Spending Account
- Basic and Supplemental Life Insurance & Accidental Death and Dismemberment
- Disability Income Protection Plan
- Employee Assistance Program
- Educational Assistance Program
- 401(k) retirement program
- Vacation
- Paid Holidays and Personal time
- Paid Sick/Family and Medical Leave time as required by law
- Discounted Employee Stock Purchase Program
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
performance metricscustomer success strategiesanalytical skillsstrategic thinking
Soft Skills
people leadershipcommunication skillsorganizational skillsconflict-resolution skillscoachingcollaborationaccountabilitycontinuous improvement