Customer Success Manager

Platform9 is the leader in simplifying enterprise Private Clouds, dedicated to transforming IT operations. As the Senior CSM Lead, you will own customer success outcomes, build the Customer Success function, and partner closely with leadership to establish the operating model and scalable processes.

Responsibilities:

• Own customer success outcomes for an assigned portfolio or segment: adoption, customer health, risk intervention, renewal-readiness, and retention
• Operate the customer success operating model: health scoring, lifecycle stages, portfolio review cadence, and KPI and executive dashboards
• Establish playbooks, templates, and runbooks that enable scalable, repeatable execution as the team grows
• Identify churn risk early and drive targeted retention; surface and pursue expansion/whitespace opportunities in partnership with Sales
• Instrument and report the metrics that matter (time-to-value, customer health, retention/NRR signals) and deliver executive-ready reporting
• Partner cross-functionally with Support, Sales, Product, and Services to drive customer outcomes and structured product feedback
• Lead recurring customer touchpoints and business reviews (QBRs/EBRs), translating technical status into business impact
• Mentor and help grow the Customer Success team as it scales
• Manage special projects as assigned (onboarding improvements, customer success process design, tooling and reporting)

Requirements:

• Minimum of 8 years of relevant experience in Customer Success, program/portfolio management, or service delivery, with demonstrated retention/NRR outcomes and experience building operating models, frameworks, or playbooks
• Excellent written, verbal, and executive communication; trusted to engage both C-suite and technical stakeholders
• Strong interpersonal skills and customer-success mindset; ability to build trust and collaborate effectively across internal teams
• Program and project/portfolio management discipline, comfortable building operating models, governance, escalation frameworks, action plans, and executive-ready status updates
• Strong aptitude for turning data and signals into action; comfort with dashboards and reporting
• Leadership, coaching, and team-development capability
• Customer success and account/portfolio management for enterprise or B2B SaaS (adoption, health, lifecycle, renewal-readiness)
• Retention and expansion (early churn-risk identification, whitespace/upsell partnership, NRR/GRR outcomes)
• Building scaled or digital ('tech-touch') customer success motions, including segmentation by complexity, risk, and revenue
• Customer success operating systems: health scoring, KPI and executive dashboards, escalation governance, and onboarding frameworks
• Cross-functional and program/PMO delivery methods (Agile, waterfall, and hybrid; risk and dependency management)
• Customer success and delivery tooling (CS platforms, Salesforce, Smartsheet, ServiceNow, Jira, BI/dashboards)
• Sufficient technical familiarity with cloud and infrastructure software to partner credibly with technical customers and internal engineering teams
• Ability to follow standard operating principles and practices (governance, status reporting, documentation, change handling)
• Travel to customer or company sites as necessary
• A blend of customer success and program/PMO leadership experience is preferred
• An advanced degree is a plus
• Certifications are a plus, such as PMP, Agile/ACP, CSM (Certified ScrumMaster), or comparable credentials