About the Role
This role is responsible for managing a team of customer success professionals who support clients throughout their lifecycle. The manager will drive adoption, renewals, and expansion by delivering strategic guidance and ensuring clients realize ongoing value from the product.
Responsibilities
- Lead and develop a team of customer success representatives
- Establish performance goals and monitor team metrics
- Conduct regular check-ins with clients to assess satisfaction
- Create client success plans aligned with business objectives
- Identify opportunities for product expansion within existing accounts
- Collaborate with support and product teams to resolve client issues
- Drive customer retention and reduce churn rates
- Oversee onboarding processes for new clients
- Analyze client usage data to anticipate needs
- Coordinate cross-functional initiatives to improve client outcomes
- Manage renewal forecasting and contract negotiations
- Deliver executive-level business reviews
- Train team members on best practices and tools
- Monitor customer health scores and intervene when needed
- Escalate technical or service concerns appropriately
- Maintain accurate client records in CRM systems
- Promote client advocacy and reference participation
- Gather and share client feedback with product teams
- Ensure service level agreements are met
- Support development of customer success playbooks
- Lead post-implementation evaluations
- Facilitate client training sessions
- Track and report on key performance indicators
- Foster a culture of accountability and client focus
- Respond to client crises with timely resolution strategies
Compensation
Competitive salary and benefits package
Work Arrangement
Remote with flexibility for team collaboration
Team
Part of the customer success leadership group focused on client retention and satisfaction
Our Philosophy
We believe long-term client success is built on trust, transparency, and consistent value delivery. Our approach emphasizes proactive engagement and measurable outcomes.
Growth Opportunities
This role offers a clear path to senior leadership within the customer success division, with opportunities to shape team strategy and influence product direction.
Available for qualified candidates
