Manager, Customer Success

Role Overview

As Manager, Customer Success, you will lead and develop a team of Customer Success Managers responsible for driving customer outcomes after onboarding. Your role is to ensure customers realize ongoing value from MoeGo, remain engaged with the platform, and continue to grow with us over time. You will not be the primary frontline CSM, but you are ultimately accountable for the health, retention, and expansion of the customers owned by your team. What You’ll Do:

• Lead, coach, and develop a team of Customer Success Managers responsible for post-onboarding customer relationships
• Own customer success performance across your team, including retention, churn, expansion, NPS, and product adoption
• Set clear expectations, success metrics, and operating rhythms for CSMs
• Review account plans, health signals, and risks; step in to support escalations when needed
• Partner closely with Sales, Onboarding, Support, and Product to ensure a seamless customer lifecycle
• Drive consistent execution of success plays including adoption, renewal, and expansion motions
• Translate customer insights into actionable feedback for Product and cross-functional partners
• Build and continuously improve success playbooks, processes, and enablement for your team
• Forecast team capacity and coverage as the customer base scales
• Ensure customers feel supported, heard, and confident in MoeGo as a long-term partner

Requirements

• 5–8+ years of experience in Customer Success, Account Management, or a related customer-facing SaaS role
• 2–4+ years of experience managing and developing Customer Success Managers
• Strong understanding of SaaS retention, expansion, and customer health metrics
• Proven ability to scale customer success motions while maintaining high-quality relationships
• Excellent communication skills, especially in high-stakes renewal or escalated customer situations
• Comfort operating cross-functionally with Sales, Product, Onboarding, and Support
• Data-driven mindset with experience using metrics to manage performance and forecast risk
• Ability to balance empathy for customers with clarity and accountability around outcomes

Benefits

• Competitive compensation, benefits, and flexibility
• Flexible benefit plans to employees and their family members at no cost to the employees
• 401(k) matching