Lead, coach, and develop Customer Success Managers and Renewal Specialists across multiple engagement tiers.
Own the end-to-end lifecycle execution, ensuring renewals are planned, tracked, and executed with discipline and clear ownership.
Define and monitor KPIs such as GRR, NRR, renewal rate, churn risk, adoption progress, and pipeline coverage.
Ensure playbooks, cadences, and success plans are executed consistently across all accounts and segments.
Ensure renewal cadences are followed and renewals are completed on time.
Oversee risk detection, recovery plans, and executive escalations for critical accounts.
Build and maintain accurate renewal and retention forecasts to provide leadership with visibility for planning.
Align Customer Success and Renewals with Sales, Marketing, Support, Finance, and Product teams.
Govern the use of CS platforms, dashboards, health scores, and reporting standards.
Review and support QBR quality and strategic alignment across Enterprise and key Essential accounts.

Proven experience leading Customer Success and/or Renewals Management teams in SaaS or technology environments.
Strong understanding of subscription business models, renewals, churn drivers, and expansion mechanics.
Experience managing multiple engagement models or customer segments at scale.
Analytical mindset with the ability to interpret data, dashboards, and forecasts.
Strong leadership, communication, and stakeholder management skills.
Experience with CS platforms such as Planhat, Gainsight, or similar.
Fluent in English and Spanish.

Customer Success Manager

Key skills