Lead Customer Success Manager

Role overview

This opportunity is being promoted for a partner organization, which will handle applications and all subsequent hiring steps. The hiring company is seeking a Lead Customer Success Manager in the United States to act as a strategic advisor and technical partner for enterprise customers.

In this role, you will help large clients realize the full value of advanced technology platforms in complex operating environments. The position blends customer success leadership, project oversight, consulting, and technical problem-solving to improve adoption, retention, and long-term account growth. You will guide major implementations, support digital transformation efforts, and work with cross-functional partners to deliver measurable business impact. You will also collaborate with senior stakeholders, convert business needs into scalable solutions, and help ensure strong platform adoption and customer satisfaction.

Accountabilities

• Build and maintain trusted relationships with enterprise clients, supporting onboarding, adoption, expansion, and sustained engagement.
• Own and track the performance of technology programs such as platform implementations, workflow launches, module deployments, and digital transformation efforts.
• Create operating structures and proven practices that keep projects efficient and aligned with scope, budget, and timelines.
• Review business processes and recommend improvements to platform setup, workflows, and overall optimization.
• Partner with customers to define business goals, success measures, and ways to improve return on investment.
• Support revenue growth by spotting expansion opportunities, forecasting outcomes, and guiding customers through the success lifecycle.
• Set up and manage platform capabilities such as workflows, automation rules, permissions, integrations, validation logic, and program settings.
• Handle complex, multi-module rollouts while ensuring systems work together smoothly and data remains consistent.
• Serve as the main technical escalation contact, turning business needs into detailed functional requirements and working with technical teams to resolve difficult issues.
• Assist with contract updates, subscription changes, and related customer agreement adjustments as needs change.
• Lead testing, validation, and user acceptance efforts to confirm deployments meet customer expectations and requirements.
• Work closely with internal teams to improve the customer experience, refine processes, and strengthen operational results.

Requirements

• Bachelor’s degree in Business Administration, Economics, or a related discipline, or equivalent practical experience.
• At least 2 years of experience in customer success, account management, project management, business consulting, or a similar technology-oriented role.
• Background in managing and measuring IT project outcomes, including onboarding, implementation, adoption, and ROI tracking.
• Strong understanding of B2B SaaS environments and experience supporting enterprise accounts.
• Experience supporting business development initiatives, identifying growth opportunities, and managing expansion strategies.
• Solid experience in business process analysis, process mapping, and advising clients on platform configuration.
• Experience using customer success, CRM, and project management tools such as Salesforce, HubSpot, Totango, Jira, Confluence, Asana, Miro, and Figma.
• Familiarity with data analysis and cloud platforms, including BigQuery and Google Cloud Platform.
• Excellent communication, stakeholder management, and relationship-building abilities.
• Strong analytical and problem-solving skills with the ability to turn complex needs into workable solutions.
• Ability to manage several priorities at once in a fast-moving, customer-centric environment.
• Willingness to travel up to 25% within the United States and Canada when required.

Benefits

• Annual compensation between $87,506 and $120,000, based on experience, qualifications, and location.
• Medical, dental, and vision insurance coverage.
• 401(k) retirement savings plan.
• Fully remote working setup with the flexibility to work from anywhere in the United States.
• Unlimited paid time off for rest, balance, and personal well-being.
• Learning and professional growth support.
• Strong ownership and autonomy over projects and customer initiatives.
• Access to a diverse, international, and collaborative team.
• Employee referral bonus program.
• Opportunities to join company and team events that encourage connection and engagement.
• An inclusive culture that supports innovation, continuous learning, and individual contribution.

Additional information

Applications and further hiring steps are managed by the partner company, not directly by the platform posting this role. Candidate review is supported by an AI-powered matching process that evaluates applications against the role’s core requirements before a shortlist is shared with the hiring company. Final hiring decisions, interviews, and assessments are handled by the employer’s internal team.

Data privacy and AI notice

By applying, candidates acknowledge that their personal data may be processed to assess candidacy and shared with the hiring employer under applicable data protection laws, including GDPR where relevant. Applicants may exercise rights such as access, rectification, erasure, and objection. AI tools may assist with application review, resume analysis, or response assessment, but they do not replace human judgment. Final hiring decisions are made by people. Candidates may contact the company for more information about data handling.