Manager, Customer Success

Xplor • Atlanta, GA

9d • $90,000 - $100,000 • Hybrid

About The Position

You’ll join Xplor Field Services - the team that develops business management software for the Field Service Industry. We offer business owners an all-in-one software system, which handles scheduling, invoicing, and customer service responsibilities. Our software helps thousands of contractors and field service entrepreneurs build highly profitable businesses – with less stress, and better control over their growth.
We are seeking a Manager, Customer Success to lead our team of Customer Success Managers supporting Service Autopilot customers. This role owns customer outcomes, including retention, coaches the team on renewal readiness, and ensures customers receive consistent, proactive, value‑driven engagement.
You will guide customer lifecycle strategy, elevate team performance, and serve as an escalation point for complex or high‑profile accounts. This role collaborates extensively with Onboarding, Support, Product, Engineering, and Sales to ensure customers have a seamless, effective experience and that internal teams are aligned around customer needs.
This position can be remote, but we strongly prefer candidates who can operate in a hybrid model from Atlanta for greater 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
• Learning resources available to continue to develop your skills and career development, plus regular career and growth conversations with your leader, as part of Xplor GPS
• 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: Mid Level
• Education Level: No Education Listed