Manager of Customer Success

WeBox•San Jose, CA

18d•$120,000 - $150,000

About The Position

WeBox is seeking an experienced, customer-focused, and results-driven Manager of Customer Success to lead and develop its Customer Success team. The manager will oversee team performance, set clear goals and processes, coach team members, and ensure customers receive consistent service and support. This person will support escalations and complex accounts while partnering with Sales, Operations, and other internal teams to improve retention, grow existing accounts, and strengthen execution throughout the customer lifecycle. The ideal candidate is a hands-on leader with strong Customer Success or Account Management experience who can develop people, establish scalable processes, and deliver measurable results in a fast-paced, high-growth environment. The position offers a base salary of $120,000–$150,000 annually, based on experience, Customer Success leadership expertise, and overall qualifications.

Requirements

Bachelor’s degree in Business, Marketing, Economics, or a related field.
At least 5 years of experience in Customer Success, Account Management, or a Client Success role.
At least 2 years of experience leading, managing, or coaching a Customer Success or Account Management team.
Demonstrated experience driving customer retention, account growth, or other Customer Success KPIs.
Experience establishing and improving Customer Success processes, workflows, and best practices.
Strong analytical skills, including the ability to use data to evaluate team and customer performance.
Proficiency with Excel or Google Sheets.
Strong leadership skills, including the ability to coach, motivate, and hold team members accountable.
Ability to manage multiple priorities and stay organized under pressure and tight deadlines.
Strong problem-solving skills and a proactive approach to customer escalations.
Ability to work cross-functionally with Customer Success, Sales, Operations, and other internal teams.
Excellent written and verbal communication skills and a customer-first mindset.

Nice To Haves

Master’s degree in a relevant field or an MBA.
Experience in a startup or high-growth environment.

Responsibilities

Lead, manage, and develop the Customer Success team through ongoing coaching, guidance, and support.
Establish team goals, priorities, expectations, and processes to drive consistent execution.
Monitor individual and team performance to ensure Customer Success goals and KPIs are achieved.
Hold team members accountable for customer retention, account growth, client engagement, and customer experience.
Guide the team in appropriate account-management processes and best practices.
Coach team members on client communication, relationship management, QBRs, account strategy, renewals, retention, and growth opportunities.
Identify performance gaps and provide actionable coaching to improve results.
Develop and improve Customer Success processes, workflows, playbooks, and operating standards as the team scales.
Oversee key customer accounts and provide strategic guidance for complex, high-value, or at-risk accounts.
Use customer and operational data to identify risks, trends, and opportunities.
Partner with Sales and Operations to support transitions from customer acquisition through onboarding and ongoing account management.
Help resolve escalated customer issues and ensure appropriate follow-through.
Drive strategies to improve customer retention, satisfaction, engagement, and account growth.
Ensure regular client touchpoints, including virtual meetings, onsite visits, and Quarterly Business Reviews (QBRs).
Support client networking events, appreciation initiatives, and engagement programs.
Provide leadership with visibility into team performance, key risks, customer feedback, and growth opportunities.