Manager, Customer Success

Xplor • Atlanta, GA

1d • $90,000 - $100,000 • Hybrid

About The Position

Xplor Technologies powers experiences in various service-based industries. This role is within Xplor Field Services, specifically supporting Service Autopilot (SA) customers, which provides business management software for lawn care, cleaning, and field service businesses. The Manager, Customer Success will lead a team of Customer Success Managers, owning customer outcomes including retention, coaching the team on renewal readiness, and ensuring consistent, proactive, value-driven engagement. This position involves guiding customer lifecycle strategy, elevating team performance, serving as an escalation point for complex accounts, and collaborating extensively with Onboarding, Support, Product, Engineering, and Sales to ensure a seamless customer experience. While remote work is an option, a hybrid model from the Atlanta office is strongly preferred for enhanced collaboration.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role
• Minimum 2 years experience managing or coaching customer-facing teams
• Proven success improving retention and handling renewals (including month‑to‑month customer bases)
• Strong ability to manage escalations and high‑stakes customer situations
• Experience working cross‑functionally with Product, Support, Sales, and Engineering
• CRM experience with Salesforce and Gainsight or similar
• Great interpersonal skills with a positive attitude
• Resourcefulness and independent problem-solving ability
• Intermediate-to-advanced proficiency with Excel
• Self-motivated with a strong team attitude
• Operates with a high level of empathy and integrity
• Process oriented
• Strong work ethic and impeccable integrity
• Adaptable to fast change
• Innovative business and technical problem solver
• Customer advocate

Responsibilities

• Hire, lead, develop, and drive performance of a team of Customer Success Managers
• Provide coaching on retention strategies, customer health, account planning, and renewal forecasting
• Conduct regular 1:1s, team meetings, and performance reviews
• Set clear goals, KPIs, and expectations; track performance rigorously
• Foster a culture of accountability, innovation, customer advocacy, and continuous improvement
• Innovate and trial new things for improvements
• Set and achieve clear team objectives
• Recognize high performance and reward accomplishments
• Encourage creativity and educated risk-taking
• Resolve escalated issues
• Partner with peers for continuous improvement
• Work with the Senior Director of Customer Success and Support to help develop highly effective Playbooks, Success Plan Frameworks and related processes that support effective, consistent and measurable customer outcomes
• Develop, refine, and oversee team playbooks, QBR frameworks, onboarding-to-CS handoff processes, and health‑scoring models
• Ensure consistent execution of customer touchpoints and operational rigor
• Ensure CSMs execute scalable, proactive, value-driven engagement across their lifecycle
• Collaborate cross-functionally with internal stakeholders to drive value and growth
• Share customer insights that inform future product developments
• Oversee churn diagnostics, root‑cause analysis, and retention playbooks
• Own customer retention performance and renewal metrics for the Service Autopilot book of business
• Act as a hands‑on escalation point for high-profile, at‑risk, or complex customers
• Partner with Support, Product, and Engineering on chronic issues and critical incidents
• Drive customer advocacy and service recovery for accounts experiencing friction
• Influence product and process changes based on customer patterns and feedback

Benefits

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed