Manager, Customer Success (Remote from New York)
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
Benefits
- Comprehensive health benefits: medical, vision, and dental
- Flexible work schedule and 100% remote work
- Generous 401(k) matching up to 6%
- 20 days paid time off, 15 sick days, and 12 company-paid holidays
- Childcare expense reimbursement
- Fitness and cell phone reimbursement
- Birthday time off and other employee engagement programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
11-50 employees
