Job Description
The role involves leading and developing a scalable Customer Success team that manages a large portfolio of mid-market accounts, focusing on driving customer retention, expansion, and value realization through digital engagement strategies, automation, and AI-powered tools.
Key Responsibilities
- Lead, coach, and develop a team managing a portfolio of 75-150 accounts per Customer Success Manager (CSM).
- Design and optimize scalable engagement strategies across onboarding, adoption, renewal, and expansion processes.
- Build and utilize data-driven operating rhythms to monitor customer health, risk, and opportunity signals.
- Partner with cross-functional teams to align customer insights with go-to-market strategies.
- Drive digital programs and lifecycle campaigns to increase customer engagement and improve CSM efficiency.
- Implement and champion AI-powered tools and automation to enhance customer engagement and team productivity.
- Manage critical customer escalations, providing strategic oversight and hands-on leadership when necessary.
Requirements
- Minimum of 5 years of experience in Customer Success or a similar function within a SaaS environment.
- At least 2 years of people management experience leading Customer Success Managers (CSMs) or similar customer-facing roles.
- Experience in mid-market, tech-touch, digital, or scaled Customer Success models.
- Demonstrated ownership or significant influence over retention and expansion outcomes.
- Strong analytical capability comfortable using data to drive prioritization, segmentation, and performance management.
- Experience building or optimizing scalable engagement playbooks and workflows.
- Proven ability to lead through change in fast-paced, high-growth environments.
- Bachelor’s degree from a 4-year accredited institution.
Benefits & Perks
Above-market total compensation through a combination of base salary, performance-based bonus variable pay, and equity for eligible roles
Flexible, employee-led remote work model
Comprehensive health and parental leave plans
Professional development stipend
Ready to Apply?
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