Manager of Customer Success
Skills
- Leadership of Customer Success teams
- Experience across Enterprise and Scaled/tech-touch models
- Strong analytical skills with CRM/BI/Excel
- Systems thinking and process design
- Coaching and high emotional intelligence
- Ability to transform unstructured knowledge into repeatable playbooks
- Stakeholder management and cross-functional collaboration
Responsibilities
- Define and iterate engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers
- Design and implement a standardized Account Health scoring system across the customer base
- Convert informal team knowledge into structured playbooks and an internal knowledge base
- Use leading indicators and data-driven processes to drive proactive retention outreach
- Manage, mentor, and measure CSM performance using clear KPIs and career development plans
- Collaborate with Product, Sales, and Engineering to surface churn risks and expansion opportunities
- Implement and optimize CS tools, workflows, and reporting to scale operations
Education
- Bachelor’s degree or equivalent practical experience preferred
- Continuous professional development in CS/operations recommended
Benefits
- 100% remote work environment
- Medical, dental, and vision insurance with coverage within 30 days
- 100% employer-paid medical insurance
- Equity package
- Flexible PTO with minimum 15 days
- Generous parental leave
- FSA and HSA options
- 401(k)
- Growth & wellness stipend
- Work-from-home equipment provided
- Opportunities for development and career growth
- Collaborative, high-ownership culture
Average salary estimate
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