Manager, Customer Success

Jobgether

1d • Remote

About The Position

In this role, you will lead a high-performing Customer Success team responsible for driving adoption, retention, and expansion across strategic enterprise accounts. You will mentor and coach team members, provide guidance on best practices, and ensure customer outcomes are achieved while representing the customer internally. This position balances strategic leadership with hands-on involvement, giving you the opportunity to shape customer success playbooks, influence product development, and drive operational excellence. You will engage with executive stakeholders, oversee portfolio-level planning, and foster a customer-first culture. With the chance to make a direct impact on growth and customer satisfaction, this role combines leadership, analytics, and relationship management in a dynamic, high-growth environment.

Requirements

• 5+ years of experience in Customer Success, Account Management, or other customer-facing roles, with 2+ years in a front-line management position.
• Proven experience managing Customer Success teams in SaaS or API companies.
• Track record managing enterprise portfolios with high-value accounts.
• Strong understanding of consumption-based and infrastructure-based business models, with experience driving adoption, expansion, and value realization.
• Technical fluency to navigate product conversations and coach teams across multiple offerings.
• Excellent communication and executive presence, capable of engaging business and technical leaders.
• Experience building CS processes, playbooks, and operational frameworks, leveraging data to drive outcomes.
• Ability to balance strategic thinking with tactical execution and operate effectively in a fast-growing environment.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers supporting enterprise accounts.
• Coach team members on adoption strategies, feature utilization, value realization, and strategic engagement.
• Drive accountability on key metrics including customer satisfaction, retention, adoption, and expansion.
• Participate in executive engagements and escalations, demonstrating strong presence with C-level stakeholders.
• Build and refine scalable processes, including success planning frameworks, QBR templates, and retention mitigation strategies.
• Collaborate closely with Sales, Product, and Engineering to advocate for customer needs and ensure successful outcomes.
• Own portfolio-level planning, forecasting, and renewal risk mitigation.

Benefits

• Competitive total compensation including base salary and potential performance incentives.
• Flexible remote work options within the United States.
• Opportunities for professional development, mentorship, and career advancement.
• Work in a collaborative, high-impact environment with exposure to enterprise clients and strategic projects.
• Inclusive workplace culture emphasizing autonomy, trust, and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees