Manager, Customer Success

RevolutionParts•Tempe, AZ

About The Position

As the Manager of Customer Success (SMB) at RevolutionParts, you will be responsible for driving day-to-day team performance while ensuring the consistent adoption of standardized processes, playbooks, and systems across the segment. This role sits at the intersection of strategy and execution. You will partner closely with Customer Success leadership to translate strategic priorities into clear expectations for the team, while holding CSMs accountable to disciplined execution that drives measurable outcomes. You will lead a team of Customer Success Managers while also serving as the operational backbone of the SMB and Advisor segments—ensuring that how we engage, support, and grow customers is consistent, scalable, and tied directly to business results. By improving execution quality and consistency across a large and diverse customer base, you will play a critical role in driving GMV growth, improving retention, and increasing the overall efficiency of the Customer Success organization. At RevolutionParts, we expect team members to actively use modern tools — including AI-powered systems — to improve decision-making, productivity, and quality of work. This includes: Using AI tools responsibly to accelerate research, analysis, documentation, and problem-solving Exercising strong judgment around data privacy, accuracy, and ethical use Continuously learning and adapting as AI capabilities evolve Proven examples of using AI to improve outcomes in prior roles is expected.

Requirements

Combined background of post-sale and sales experience
B.A. in Business, Marketing, Communication or a related field; or, an equivalent level of experience
5+ years of enterprise account management experience
3+ years’ experience in leading customer-facing teams
Proven track record of improving customer retention through structured, data driven engagement strategies
Strong understanding of eCommerce and Digital Marketing ecosystems, including traffic acquisition, conversion optimization, paid/organic channels, and marketplace dynamics
Excellent communication, organization, interpersonal, and writing skills
Proven ability to multi-task and interact with a large number of demanding customers
Familiarity with billing and subscription management is a plus
Success working in a fast-paced, high-growth environment, preferably at the intersection of SaaS and eCommerce, with a track record of improving online sales performance, increasing GMV, or enabling digital growth for customers
Experience in hiring, training, and developing a high-performing team of customer success professionals
Proven background in coaching, mentoring, and skill development of individual contributors at various experience and business acumen levels
Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers
At least 2 years of experience in SaaS eCommerce - preferably in a customer success or similar position

Nice To Haves

Familiarity with billing and subscription management is a plus

Responsibilities

Manage and develop a team of SMB Customer Success Managers, driving accountability to performance and execution standards
Partner with Sr. Director of CS to translate strategic priorities into clear, actionable plans
Drive consistent adoption of Customer Success playbooks, workflows, and engagement models across all accounts
Ensure CSMs are effectively leveraging systems, tools, and reporting to manage their business
Identify breakdowns in execution and implement corrective actions to improve consistency and impact
Ensure alignment between company goals and day to day team activities
Partner cross functionally to ensure solutions are delivered effectively and adopted by the team
Active participation in hiring and interviewing new members of the team
Implement and manage reports on data, activity, and performance of the team
Work with other leaders companywide such as support, marketing, and product to ensure that customer needs and the voice of the customer is heard, understood, and prioritized.
Coach the team in maximizing the retention and growth of our customer base
Reduce churn by working with CSMs on saves to resolve issues for clients
Stay on top of churn reasons along with presenting reporting to Senior Leadership monthly