Regional Manager – Customer Success

Role Overview

• Lead, coach, and develop a high-performing team of CSMs to enhance their skills and performance.
• Conduct regular 1:1s, provide ongoing feedback, mentorship, and support professional development
• Create a team culture focused on collaboration, accountability, and customer outcomes.
• Drive retention through proactive engagement strategies (Account Reviews), success planning, and health monitoring
• Partner with CSMs to identify and mitigate churn early risks, leveraging data tools like Salesforce and Power BI to capture customer intelligence
• Support your team in addressing customer needs and ensuring high satisfaction across interactions
• Guide your team to uncover upsell and cross-sell opportunities within existing accounts, building successful campaigns
• Provide oversight and strategic input on account plans and QBRs
• Collaborate with Sales Executives to align on account strategy and ensure long-term growth
• Ensure consistent execution of key Customer Success processes (onboarding, renewals, reviews)
• Track and report on team KPIs, including retention, expansion pipeline, customer health, and engagement
• Ensure each new customer follows a formal onboarding process, with key milestones and activities documented in Salesforce to enable transparency, knowledge transfer, and consistent customer experience across the team.
• Work closely with Sales, Solutions Architecture, Support, Engineering, Legal, Finance, and Product teams to deliver a seamless customer experience
• Represent your team’s insights and feedback in internal discussions to shape product and process improvements
• Act as an advocate for the voice of the customer by sharing feedback and usage trends with Product and Strategy teams
• Ensure your team is capturing key insights during customer engagement to support continuous improvement

Requirements

• 3
• 5+ years of experience in customer success, account management, or sales, with at least 2 years in a leadership or team lead capacity
• Experience managing a team in a fast-paced,tech-driven environment (cloud, SaaS, networking preferred)
• Proven ability to deliver results in customer retention and account growth
• Strong coaching and people management skills with a passion for developing talent
• Confident in using customer data and health metrics to drive decisions and prioritize actions
• Excellent organizational, communication, and interpersonal skills
• Comfortable managing competing priorities and adapting to change
• Bachelor’s degree in Business, Marketing, correlated field (or equivalent experience)

Tech Stack

• Cloud

Benefits

• Birthday Leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with ‘Legend’ and ‘Kudos’ Awards
• Health and wellness program
• Opportunities for career growth and potential for global intra-company transfers for interested candidates