About this role

Lead and develop a team of Dynamic CSMs
Set clear performance expectations, KPIs, and success metrics
Build and refine segment strategy for Dynamic customers
Oversee the execution of customer success plans
Use portfolio analytics to guide team priorities
Partner closely with Sales, Expansion, Marketing, Support, and Product leadership
Own the operational rhythm for the Dynamic segment
Design, implement, and iterate on playbooks, processes, and tooling
Act as an escalation point for complex customer issues
Champion the voice of Dynamic customers in internal forums
Hire, onboard, and continuously develop Dynamic CSM talent
Lead or sponsor cross-functional initiatives

5+ years of Customer Success, Account Management, or related SaaS experience
2+ years of people management experience leading CSMs or similar customer-facing teams in a B2B SaaS environment
Experience managing a portfolio of customers
Experience with contract renewals, forecasting, and risk management
Experience with eSignature, CLM, workflow automation, or adjacent SaaS platforms
Experience building and maintaining executive-level and multi-threaded customer relationships
Strong negotiation, influence, and conflict-resolution skills

Manager, Dynamic CSM

Key skills