Manager, Customer Success

Incident IQ•Atlanta, GA

7d•Hybrid

About The Position

We are seeking a strategic and people-centric Manager of Customer Success to lead and scale a high-performing regional pod. This role focuses on architectural leadership, transitioning from tactical account execution to the design of long-term operational frameworks that drive team-wide excellence. You will partner closely with other Managers of Customer Success and your team to synthesize real-time product roadblocks into scalable process improvements, ensuring our engagement strategies remain agile and effective. As a key organizational leader, you will provide the deep-level coaching and career calibration necessary to drive industry-leading retention (GRR/NRR) while architecting a proactive, culture-rich environment where both our customers and our team can thrive.

Requirements

5+ years of experience in Customer Success or Account Management, including 2+ years in a people management or team lead role.
Proven success in driving customer retention, account growth, and satisfaction in a B2B (preferably SaaS) environment.
Strong leadership skills with a track record of building and mentoring high-performing teams.
Excellent communication, presentation, and stakeholder management skills.
Data-driven with experience using CRM and CS platforms (e.g., Salesforce, Gainsight, Totango, ChurnZero).
Strategic thinker with the ability to execute tactical plans and influence cross-functional teams.

Responsibilities

Lead, coach, and develop the team of Customer Success Managers (CSMs) to drive strong customer relationships and successful outcomes.
Define and implement scalable processes for onboarding, engagement, renewal, and advocacy.
Monitor and analyze customer health metrics, and proactively address risks and opportunities across the customer lifecycle.
Partner with Sales, Product, Support, and Marketing to ensure alignment and a consistent customer experience.
Own customer retention and renewal KPIs, and drive strategies to increase Net Revenue Retention (NRR).
Serve as an escalation point for complex customer issues and strategic accounts related to the business relationship/renewal.
Continuously gather and share customer feedback to inform product development and roadmap planning.
Provide regular reporting and insights on team performance, customer satisfaction (CSAT), NPS, and other success metrics.
Coach and work alongside the Team Lead as it relates to roadblocks and other issues inhibiting maximum team performance.
Champion a customer-centric culture across the organization.
Conduct 1:1s, evaluations, growth discussions and OKR building for direct reports including CSM/Senior CSM roles.
Work with other Managers and the Director of Customer Success on processes, procedures, strategic decisions and territory assignment based on team needs/objectives.