Manager, Customer Success (Remote from Florida)

Jobgether

1d•Remote

About The Position

This role offers the opportunity to lead a high-performing Customer Success team focused on driving product adoption, retention, and growth across a diverse customer base. You will define and execute customer success strategies, mentor and develop team members, and act as a trusted advisor to both customers and internal stakeholders. The position requires a combination of strategic thinking, operational excellence, and hands-on engagement with clients to ensure a seamless and impactful customer experience. You will work cross-functionally with Sales, Product, and Support teams to optimize processes and influence product development. This role is ideal for a proactive leader who thrives in a fast-paced, mission-driven environment and is passionate about customer advocacy. The position is fully remote and provides the autonomy to shape the teamâs approach and deliver measurable results.

Requirements

5+ years of experience in Customer Success or Account Management, with at least 2+ years in a leadership role
Proven ability to lead, motivate, and mentor a team in a fast-paced environment
Exceptional written and verbal communication skills and strong analytical/problem-solving abilities
Experience developing and executing customer success strategies with measurable outcomes
Proficiency in CRM and Customer Success platforms for tracking and reporting metrics
Deep understanding of industries impacted by data exposure, including cybersecurity, threat intelligence, or executive protection
Ability to synthesize complex information and clearly communicate insights to customers and internal teams

Responsibilities

Lead, coach, and mentor a team of Customer Success Managers to achieve high performance, collaboration, and professional growth
Conduct regular one-on-one meetings, performance reviews, and career development planning for team members
Develop and deliver onboarding and ongoing training programs for the Customer Success team
Define and execute customer success strategy, including customer segmentation, engagement models, and success metrics
Monitor customer health data to identify risks and opportunities and implement proactive intervention strategies
Collaborate with Sales, Product, and Support teams to ensure a seamless and positive customer experience
Oversee customer renewals and expansion opportunities, optimizing tools, processes, and workflows
Track and report key Customer Success metrics, including Gross Retention Rate, Net Retention Rate, and Customer Lifetime Value (CLTV)
Act as escalation point for critical customer issues and participate in executive business reviews