Supervise the team of CSMs, monitoring individual and team performance.
Lead management rituals (1:1s, weekly meetings, internal QBRs, action plans).
Design and monitor individual development plans (IDPs), promoting technical and behavioral growth.
Ensure operational discipline and standardization of customer success processes.
Foster a metrics-driven culture of accountability.
Actively monitor customer base health (Health Score, churn risk, expansion).
Manage critical cases and strategic accounts alongside CSMs.
Ensure execution of action plans for at-risk customers.
Support retention negotiations and cancellation reversals.
Ensure the value proposition is clear and tangible to customers.
Structure and ensure adherence to the customer journey (onboarding → ongoing → expansion).
Establish a standard cadence of touchpoints and strategic checkpoints.
Ensure proper use of the CRM and documentation of interactions.
Monitor internal SLAs and the quality of the team's deliverables.
Track and report metrics such as churn (logo and revenue), retention, Health Score, NPS, and adoption of strategic features.
Turn data into actionable plans.
Support the executive team with root cause analyses and structural recommendations.
Act as a bridge between CS, Product, Sales, and Customer Marketing.
Bring structured customer inputs to the product roadmap.
Ensure alignment between commercial messaging and operational delivery.
Support expansion and cross-sell initiatives with the sales team.

Customer Success Supervisor

Key skills