Manager, Customer Success

Role Overview

This remote position based in the United States offers a pivotal leadership opportunity to an accomplished Customer Success professional. The role involves developing scalable post-sales strategies and guiding a team of Customer Success Managers managing strategic accounts aimed at delivering measurable business outcomes and fostering long-term customer value.

Responsibilities

• Lead and mentor a team of Customer Success Managers through structured development, ongoing feedback, and alignment with performance goals.
• Define and track clear objectives, KPIs, and success metrics, focusing on customer health, retention, expansion, and strategic influence.
• Serve as a trusted advisor and escalation contact for crucial customer relationships, resolving complex challenges and adapting to evolving business requirements.
• Collaborate closely with Sales, Product, Engineering, and Support teams to enhance overall customer experience and facilitate cross-departmental initiatives.
• Create and optimize customer success playbooks, engagement frameworks, workflows, and reporting tools to increase scalability and standardization.
• Provide support for high-priority accounts when necessary, exemplifying best practices and empowering the team for autonomous operation.
• Identify and implement process improvements using customer insights to continuously advance the success strategy.
• Support recruitment, onboarding, and professional development to build a strong, scalable customer success organization.

Candidate Requirements

• Extensive experience in Customer Success, Account Management, or post-sales leadership within the software industry.
• Proven track record managing enterprise customer portfolios and leading teams serving technical clients.
• Demonstrated ability to develop and coach high-achieving teams with a people-oriented leadership approach.
• Strong operational capabilities, including constructing playbooks, reporting frameworks, workflows, and scalable processes.
• Excellent prioritization skills to identify impactful business opportunities and guide teams towards substantive goals.
• Strong communication and collaboration prowess across various departments and organizational tiers.
• Effective management of customer escalations and establishment of trusted executive-level partnerships.
• Adaptability to a fast-paced, remote work environment with shifting priorities and ambiguity.
• Proficiency in leveraging AI tools and contributing to AI-enhanced process advancements.
• Familiar with platforms such as Salesforce, Gong, Confluence, Outreach, or similar is advantageous.
• Additional experience in data science, analytics, open-source communities, or hybrid/on-premise solutions is a plus.
• Preferably experienced in fully distributed team environments.

Compensation and Benefits

• Competitive salary range between $137,000 and $180,813 USD annually, combining base pay and commission with an 80/20 pay mix.
• Annual cash bonus opportunity targeting 10% of base salary based on company performance.
• Long-term incentive compensation delivered via a cash grant vesting over four years.
• Employer-covered medical, dental, and vision insurance premiums for employees and their dependents.
• Inclusive healthcare options such as fertility services, gender-affirming care, and supplemental mental health and wellness resources.
• Gender-neutral paid parental leave for all types of new parents, including foster and adoptive parents.
• 401(k) plan enrollment on the first day with substantial employer matching after six months.
• Annual profit-sharing bonus to reward employee contributions.
• Fully remote working environment with optional office space access.
• Monthly reimbursement for coworking spaces for those preferring workspace outside the home.
• Lifestyle Savings Account to support professional development, health, charitable giving, and remote work needs.
• Flexible vacation policy recommending at least four weeks off annually, plus company holidays.
• A supportive, inclusive culture emphasizing continuous learning, mentorship, and career progression.