Key skills
Customer Success ManagementB2B SaaSStrategic Account ManagementRevenue EnablementAI FluencyChange ManagementCustomer DiscoveryTechnology TransformationAI-native PlatformsAIAgenticSaaSLeadershipCommunicationCustomer SuccessSales
About this role
GTM Buddy is the Revenue Activation Platform for B2B revenue teams, and they are seeking a Lead Customer Success Manager. This role involves owning a portfolio of strategic accounts, leading impactful business reviews, and coaching a direct report to ensure customer success and measurable outcomes.
Responsibilities:
- Own a portfolio of marquee and strategic accounts end-to-end: onboarding, adoption, renewal, expansion
- Lead high-impact business reviews framed around your customer's board and executive-level outcomes (pipeline lift, win-rate, ramp-time, forecast accuracy), not our feature adoption
- Partner with Sales and customers to define success and hold the line on measurable value
- Coach and develop your direct report and CS Ops team (and be supported by them): recurring touchpoints, account strategy, and measurable skill growth
- Build and continuously improve the playbooks, health score, and intervention protocols
- Lead renewals as forecasted revenue, and source and influence expansion
- Maintain real-time health visibility through the agentic stack you’ve helped build
- Be the internal voice of the customer across sales, marketing, and leadership, and provide customer insights to Product and Engineering to shape the roadmap
- Operate with a bias to action and comfort with ambiguity
Requirements:
- 3-5+ years minimum in implementation, activation, or customer success in B2B SaaS, with experience managing strategic mid-market and enterprise customer relationships across numerous stakeholders
- Genuine and demonstrable interest in AI and its impact on how modern GTM teams operate
- Large-scale strategy and change management
- Deep discovery: uncover true needs and manage customer expectations
- Work cross-functionally with Product and Engineering to share feedback, troubleshoot, and shape workarounds
- Anticipate customer needs and position product solutions accordingly
- Excellent written and verbal communication
- Sales or Revenue Enablement background strongly preferred
- Experience with both mid-market and enterprise B2B customers
- Experience with Enablement and GTM-focused use cases
- Experience running complex technology transformation projects with multiple workstreams
- Familiarity with AI-native platforms, health scoring models, or customer-facing AI agents