Manager, Customer Success (Mid-Market and Enterprise)

ClosingLock•Austin, TX

11d•Onsite

About The Position

As the Manager of Customer Success at Closinglock, you’ll lead our Mid-Market and Enterprise Customer Success teams and own the customer experience across the post-sale lifecycle. You’ll be responsible for building a high-performing team, driving predictable outcomes, and scaling how we serve our most strategic customers. This is a hands-on leadership role. You’ll coach CSMs day-to-day, guide complex Enterprise accounts through critical moments, and design the processes and expectations that allow the team to grow in both impact and maturity.

Requirements

5+ years of experience leading Customer Success teams in a high-growth SaaS environment
Direct experience managing Mid-Market and Enterprise customers, including complex renewals, executive relationships, and strategic accounts
Proven ability to coach and develop CSMs, including progressing talent from Mid-Market to Enterprise-level account ownership
Strong performance management skills, with a track record of setting goals, driving accountability, and addressing underperformance
Comfort owning outcomes tied to customer retention, growth, and long-term value
Operational mindset with experience building repeatable, scalable Customer Success processes
Data-driven approach to managing team performance and customer health
Excellent communication skills, with the ability to engage both internal partners and customer executives
Experience partnering cross-functionally with Sales, Product, Support, and Implementation

Responsibilities

Lead, coach, and develop a team of Mid-Market and Enterprise CSMs, setting clear expectations and holding the team accountable to customer and business outcomes
Own team performance across customer retention, growth, and long-term value, ensuring predictability through strong execution and forecasting
Develop CSMs from tactical account management into strategic advisors capable of supporting Enterprise customers and executive stakeholders
Partner closely with Sales and Account Executives on account strategy, renewals, and growth planning for complex, multi-stakeholder customers
Personally support high-impact Enterprise accounts during key moments such as escalations, renewals, and expansion conversations
Establish scalable workflows, playbooks, and engagement models that support consistent customer experiences as the business grows
Use data and customer insights to monitor health, identify risk, and guide prioritization across the portfolio
Collaborate cross-functionally with Product, Support, and Implementation to surface customer feedback, improve delivery, and influence roadmap decisions
Hire, onboard, and ramp new Customer Success Managers as the team scales