Manager, Customer Success

Supio•Seattle, WA

33d•$160,000 - $175,000

About The Position

Supio is growing fast - and we're on a mission to transform how our customers work using AI. We're looking for an experienced Manager of Customer Success to lead a high-performing team of 4-6 CSMs. You'll drive adoption, retention, and renewals while ensuring every Supio customer becomes a raving fan. Join Supio and help us redefine customer success in the AI era.

Requirements

5+ years in Customer Success or Account Management (SaaS preferred), including 2+ years managing teams
Proven record of driving renewals and retention
Passion for coaching and developing talent
Data-driven and customer-obsessed mindset
Strong collaboration and communication skills
Familiarity with CS tools (Gainsight, ChurnZero, Vitally, etc.) and CRMs (HubSpot, Salesforce)

Nice To Haves

Experience with legal tech or legal clients (a plus)

Responsibilities

Lead & Develop a Team: Coach, mentor, and grow a talented group of CSMs. You'll invest in their professional development and foster a culture of continuous learning and achievement.
Drive Customer Value: Understand what matters most to our customers and ensure Supio delivers measurable impact.
Own Renewals & Retention: Hit renewal targets, reduce churn, and identify expansion opportunities across your customer base.
Build Relationships: Partner with key accounts to align Supio's solutions with their business goals.
Optimize Processes: Refine success playbooks for onboarding, QBRs, risk management, and upsell motions.
Collaborate Cross-Functionally: Work closely with Sales, Product, and Support to deliver a seamless customer experience.
Leverage Data: Use KPIs to guide your team's performance and improve customer outcomes.
Handle Escalations: Lead customer issue resolution with urgency and empathy.

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