Manager, Customer Success
About The Position
In this role, you will lead a team of five Customer Success Managers and hold responsibility for a global portfolio representing more than $80M in ARR, driving customer health, retention, and expansion in close collaboration with our partners. Skillset: Customer-Centric Leadership: Demonstrated ability to build a high-performance, customer-first culture that drives retention, satisfaction, and long-term value. Partner & Channel Management Acumen: Strong understanding of indirect channel models, including how to enable, influence, and hold partners accountable for customer outcomes. Strategic Thinking with Operational Discipline: Translate company goals into measurable Customer Success KPIs including churn, NRR, NPS, CSAT, retention, and adoption, driving disciplined execution and accountability within a partner-led model to improve customer health and expansion outcomes. Executive Communication & Influence: Skilled at engaging with senior stakeholders (internal, customer, and partner executives) and navigating complex, multi-party environments. Coaching & Talent Development: Proven ability to recruit, develop, and mentor Customer Success Managers to elevate performance and engagement.
Requirements
- 5+ years of Customer Success experience, including 3+ years in a leadership role, with a proven track record of managing and scaling CSM teams in a SaaS or subscription-based environment.
- Strong technical and product acumen with the ability to drive adoption and value realization, translating ERP capabilities into measurable business outcomes.
- Experience in a Partner/Channel Model: Demonstrated success working in environments where partners own implementation and/or ongoing customer relationships.
- Retention & Growth Ownership: Direct experience owning or materially influencing renewal, churn, and expansion metrics.
- Process & Program Development: Experience supporting and influencing customer success programs, playbooks, health scoring models, and performance metrics.
Nice To Haves
- ERP experience preferred but not required.
Responsibilities
- Develop and Lead the CSM Team: Hire, coach, and manage a team of CSMs responsible for customer health, adoption, retention, and growth across partner-managed accounts.
- Drive Retention & Expansion: Own key metrics such as gross/net retention, churn reduction, and expansion revenue in collaboration with our valued Partners.
- Partner Enablement & Accountability: Establish clear engagement models, success plans, and escalation paths with partners to ensure consistent customer outcomes.
- Customer Health & Risk Management: Manage a scalable customer health framework to proactively identify risk and drive value realization.
- Cross-Functional Collaboration: Partner with Sales, Customer Success Operations, Product, and Support to improve onboarding, adoption, and overall customer experience.
- Lead resolution of complex customer and partner escalations: Navigating high-stakes or tense situations with professionalism and urgency to drive alignment, restore confidence, and achieve effective, long-term outcomes.
Benefits
- US-based employees gain access to healthcare benefits (medical, dental and vision insurance for you and your dependents), employer paid Short-term/Long-term Disability and Basic life insurance, 401(k) plan and company match and PTO, among others.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
