Manager, Customer Success

SmartBear • Somerville, MA

4h • Hybrid

About The Position

As the Manager, Customer Success, you will lead a team of Customer Success Managers (CSMs) based in Somerville, MA, reporting to the Senior Director of Customer Success and managing 4-6 Customer Success Managers. This role is pivotal to scaling SmartBear’s investment in Customer Success as both a growth and retention engine. You will directly influence how we deliver value to customers, strengthen renewal predictability, and develop future CS leaders.

Requirements

• 6–8+ years of experience in Customer Success, Account Management, or a comparable SaaS customer-facing role, including 2-4+ years leading or managing CSMs with direct accountability for renewals and customer outcomes.
• Proven success driving customer retention, renewal readiness, and measurable value realization.
• Demonstrated ability to coach and develop high-performing teams through complexity and ambiguity.
• Strong analytical and operational instincts, with comfort using data alongside customer context, to drive decisions.
• Experience in global, matrixed environments with distributed stakeholders.
• Excellent communication, collaboration, and problem-solving skills.

Responsibilities

• Build and coach a high-performing, accountable CSM team that consistently meets expectations for customer engagement, health, and renewal readiness.
• Provide regular feedback to CSM team, ensuring clear goals and actionable career development plans.
• Advance team maturity by reinforcing value articulation, executive alignment, and long-term account planning.
• Drive greater consistency in team performance through coaching, prioritization, and process discipline
• Own retention outcomes for the team’s customer portfolio, ensuring strong renewal forecasts and risk mitigation plans.
• Improve early risk detection by reinforcing consistent customer engagement and health monitoring practices.
• Partner with Sales and Renewals to ensure renewals are predictable, value-led, and outcome-focused.
• Turn Customer Success strategy into repeatable, measurable execution.
• Use data and insights to guide prioritization, improve forecasting accuracy, and inform leadership decisions.
• Increase consistency and quality of success planning, business reviews and lifecycle management.
• Act as the frontline CS leader for the Boston office, aligning with Sales, Support, Product, and Operations.
• Serve as an escalation point for high-risk or complex accounts, ensuring effective resolution and learning.
• Interface with Product, Sales, Support and other leaders to influence roadmap

Benefits

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization—an important distinction for us. We think about our team holistically—the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees