Lead, mentor, and develop a team of Customer Success Managers through regular 1:1s, coaching, and career development support
Set clear expectations around performance, behaviors, and outcomes while facilitating regular reviews of renewals and pipelines
Define and track team KPIs such as GRR, customer success plans, value-realization, and customer engagement
Oversee the team’s book of business to ensure renewals are proactively managed and at-risk accounts have mitigation strategies
Partner with Account Management, Professional Services, Support, and Product to deliver a cohesive customer experience and provide feedback loops on customer trends
Collaborate with Enablement and Operations to improve CS playbooks, tooling, workflows, and reporting
Iterate on Customer Success processes including segmentation, coverage models, and engagement cadences
Ensure systems like CRM and CS platforms are used consistently to support forecasting and visibility
Contribute to planning cycles including capacity planning, territory assignments, and headcount forecasting
Additional projects and responsibilities as business needs require

Experience leading Customer Success teams in a B2B SaaS environment
Strong commercial and product acumen with the ability to connect customer outcomes to product capabilities
Proficiency using data and dashboards to manage performance and drive action
Excellent communication and stakeholder management skills with the ability to influence senior leaders
Strong organization and program management skills in fast-moving environments
A passion for structured hiring, inclusive practices, and building equitable teams
Experience with CS platforms (Gainsight, ChurnZero, etc.), a plus

Manager, Customer Success – Fixed-term Contract

Key skills