About this role

Lead a team of CSMs to drive retention and operational excellence.
Oversee transition from Sales to Success and ensure a seamless customer journey.
Act as point of escalation for CSMs and build long-term customer relationships.
Work with CX Operations for process optimization and tool adoption.
Support team in leading customer Quarterly Business Reviews (QBRs).

2+ years as a leader in Customer Success, account management, or technical support.
Experience in driving customer success KPIs including Net Retention Rate (NRR)
Proficiency in CRM platforms (preferably Salesforce) and Customer Success Platforms (e.g. Gainsight).
Bachelor’s Degree in business management, business administration, communications, or similar field preferred.
Ability to analyze customer data, usage trends, and health scores to support customer growth.
Strong critical thinking skills to resolve complex customer issues.

Customer Success Manager

Key skills