Customer Success Manager Leader

RSA Security

16h•$129,080 - $215,110•Onsite

About The Position

This role is for a Customer Success Manager Leader who will be responsible for leading, coaching, and developing a team of Customer Success Managers. The leader will translate organizational strategy into team-level operating models, playbooks, and KPIs, ensuring consistent execution of the customer lifecycle. They will own team-level performance across adoption, utilization, customer health, renewals, and retention, while also managing escalations and identifying at-risk accounts. Collaboration with Sales, Product, Engineering, Support, and Services teams is crucial, as is building relationships with senior customer stakeholders and supporting executive-level business reviews. This is an evolving role for RSA, requiring a hands-on builder who can create structure, model customer engagement, and drive adoption of new processes and tools during periods of change.

Requirements

7+ years of experience in customer success, account management, or related post-sales roles
2+ years of people management experience leading customer-facing teams
Proven ability to drive measurable outcomes (adoption, renewals, customer satisfaction)
Strong leadership presence with the ability to influence cross-functional stakeholders and model the right customer engagement behaviors
Excellent communication skills with experience engaging executive audiences
Data-driven mindset with experience leveraging dashboards, KPIs, and reporting
Strong program management and operationalization capabilities
Experience in cyber security, SaaS, or enterprise technology environments
Strong coaching mindset with the curiosity to understand each customer’s business, not just product usage
Ability to translate strategy into operating rhythms, KPIs, and playbooks
Executive communication and Sales partnership maturity
Builder-owner profile with change leadership experience and the ability to take pressure off senior leaders by operationalizing new motions.
All employees must be legally authorized to work in the US.

Responsibilities

Lead, coach, and develop a team of Customer Success Managers to drive high performance and accountability.
Establish a strong coaching culture focused on customer-business curiosity, proactive engagement, and continuous improvement.
Conduct regular performance reviews, skill development plans, and talent calibration.
Translate organizational strategy into clear team-level operating models, playbooks, and KPIs that connect customer value to business outcomes.
Ensure consistent execution of customer lifecycle management, including onboarding, adoption, value realization, and renewal.
Move comfortably between account-level detail and executive-level patterns, risks, and recommendations.
Define and implement operating rhythms (QBRs, account reviews, pipeline health checks, escalation reviews).
Monitor and manage key success metrics such as adoption, utilization, health scores, churn risk, and renewals.
Build and scale repeatable playbooks for onboarding, adoption acceleration, risk mitigation, and value realization.
Own team-level performance across adoption & utilization, customer health, renewals and retention, and escalation management.
Ensure proactive identification and management of at-risk accounts with clear action plans grounded in the customer’s business context.
Partner with Sales leadership to align on account strategy, renewals, and expansion opportunities.
Work closely with Product and Engineering to represent customer feedback and influence roadmap priorities.
Align with Support and Services teams to ensure seamless customer experience.
Build and maintain relationships with senior customer stakeholders by understanding what they are trying to accomplish as a business.
Support executive-level business reviews and strategic account discussions with clear insight, not just status updates.
Act as an escalation point for critical customer situations.
Drive adoption of new processes, tools, and frameworks by leading from the front and coaching the team through real customer situations.
Foster resilience and adaptability during periods of change.