Directly lead and manage a team of Customer Success Managers and be accountable for their performance, development, and overall impact across the customer lifecycle
Set the strategic direction for the team and ensure consistent execution of customer success initiatives
Drive measurable outcomes across retention, adoption, expansion, and long term customer value
Oversee departmental operations, manage performance and resource allocation, and build a culture rooted in accountability, collaboration, and customer advocacy
Coach and develop Customer Success Managers, ensuring they lead their customer portfolios effectively while growing as strategic advisors
Develop and execute customer success strategies aligned with company objectives, driving initiatives that enhance customer satisfaction and engagement
Identify scalable process improvements and optimize operational efficiency
Monitor key performance indicators to ensure the function delivers strong business results
Closely partner with Sales, Product, Support, and senior leadership, advocating for customer needs

Proven experience leading and developing Customer Success Managers within a SaaS or enterprise technology environment
Strong understanding of customer lifecycle strategy, retention models, and value realization
Demonstrated ability to drive measurable improvements in customer outcomes
Experienced in KPI management and data driven decision making
Ability to translate insights into strategic action
Managed departmental resources, including budgeting and staffing
Successfully built scalable frameworks that improve operational performance
Strategic leadership mindset and enterprise level thinking
Motivated by impact and committed to delivering exceptional experiences for both customers and employees

Customer Success Manager

Key skills