About The Position
As the Manager of Customer Success, you will lead a team responsible for driving customer adoption, retention, and expansion across our customer base. This role translates customer success strategy into consistent execution through clear expectations, scalable operating models, and data-driven decision-making. You will own renewal and expansion performance for your segment and lead through hiring, coaching, and operational discipline. This is a quota-carrying leadership role focused on delivering predictable customer outcomes and sustainable growth.
Requirements
- Expertise in guiding teams to successfully renew or expand platform adoption; Proficiency in developing use cases/solutions with a robust background in the mid market sector
- Experience in managing mid market or tech touch accounts, with a focus on retention and expansion.
- 8+ years of experience in enterprise SaaS
- 3+ years of experience leading a Customer Success team in a SaaS environment
- Proven track record of working with digital customer success and delivering exceptional customer outcomes.
- Deep understanding of account management principles and practices (inclusive of renewals), coupled with the ability to be hands-on with technical products.
- Strong analytical skills, with the capacity to translate data insights into strategic actions.
- Excellent communication and interpersonal skills, adept at engaging with stakeholders at all levels, both internally and externally (speaking multiple languages is a plus)
- Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
- Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
- Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
- Ability to travel based on customer and business needs (est. around 20-25%)
Nice To Haves
- speaking multiple languages is a plus
Responsibilities
- Lead, mentor, and grow a team of Customer Success Managers, fostering a culture of excellence, accountability, and continuous improvement.
- Empower Renewal Managers and Specialists with effective strategies to drive renewals, achieve targets, and identify expansion opportunities, all while aligning with the company’s revenue and growth objectives.
- Champion the adoption of AI tools and automation across your CSM team to streamline workflows, surface customer insights faster, and free up capacity for high-impact, strategic customer work.
- Develop and execute strategies for customer retention and expansion, understanding the unique needs of each account, from high-touch enterprise clients to scaled, automated engagements.
- Maintain hands-on knowledge of our AI-driven email security solutions, enabling you to provide strategic guidance to both customers and CSMs on product utilization and optimization.
- Serve as a key point of escalation for customer issues, working closely with the product and engineering teams to address challenges and drive resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
