Manager of Customer Success

Tusker•Hudson, MA

13d

About The Position

Tusker is seeking a hands-on, player/coach Manager of Customer Success to lead and develop a high-performing Customer Success team while personally managing a portfolio of strategic customers. The role combines team leadership with direct customer engagement, including building executive relationships, navigating complex situations, supporting renewals and growth, and partnering across the business to deliver strong customer outcomes. The manager will coach Customer Success Managers, establish expectations, monitor customer health, and improve how the team operates. They will also guide customer technology budgeting and lifecycle planning, support customer contracts and service agreements, and strengthen the consistency of Customer Business Reviews and QBRs. This role offers an opportunity to shape the growth and operations of the Customer Success team while staying closely involved with customers and their business challenges.

Requirements

At least 7 years of experience in Customer Success, Account Management, Managed Services, Professional Services, or a similar customer-facing role.
At least 2 years of experience leading and developing customer-facing teams.
Ability to coach a team while personally managing customers and solving problems.
Experience managing strategic customer relationships and engaging executive stakeholders.
Business acumen in customer retention, growth, recurring revenue, and service delivery.
Ability to navigate escalations, competing priorities, and complex customer situations.
Strong communication, presentation, relationship-building, and problem-solving skills.

Nice To Haves

Experience in an MSP, VAR, systems integrator, or technology services environment.
A bachelor's degree in Business, Information Technology, Communications, or a related field.

Responsibilities

Lead, coach, and develop a team of Customer Success Managers through clear goals, regular feedback, one-on-ones, and ongoing development.
Personally manage a portfolio of high-impact customers and build trusted relationships with executive, business, and IT stakeholders.
Monitor customer health, retention risks, service performance, and growth opportunities.
Coach Customer Success Managers on customer strategy, escalations, renewals, executive engagement, and growth opportunities.
Lead the resolution of complex or high-impact customer situations.
Improve the quality and consistency of Customer Business Reviews and QBRs.
Guide customer technology budgeting, lifecycle planning, renewals, and investment recommendations.
Support the creation, negotiation, renewal, and modification of customer contracts and service agreements.
Partner with Sales, Services, Engineering, Project Management, Finance, and Operations.
Identify ways to improve Customer Success processes, tools, reporting, and team effectiveness.
Build a culture of accountability, collaboration, continuous improvement, and customer-first thinking.