Manager of Customer Success

Yoodli AI Roleplays•Seattle, WA

12d•$160,000 - $190,000•Hybrid

About The Position

As Manager, Customer Success, you’ll lead and scale a high-performing CSM team with a clear north star: driving meaningful customer outcomes that translate into long-term trust, retention, and expansion. This is a people leader, player-coach, and operator role. Everything you do, hiring, coaching, systems, cadence, is in service of helping customers realize tangible value from Yoodli, deepen their partnership with us, and confidently make bigger bets over longer horizons. You’ll own team performance across adoption, retention, renewals, and expansion, while setting the standard for what “great Customer Success” looks like at Yoodli: proactive, outcome-oriented, and deeply trusted by our customers. This role is hybrid; we are looking for Seattle-based candidates who will be in the office at least 3 days per week.

Requirements

5+ years in Customer Success or Account Management (SaaS), including 2+ years managing CSMs
Proven experience owning renewals, retention, and expansion across enterprise and mid-market customers
Strong people leadership instincts: you enjoy coaching, giving direct feedback, and developing talent
Comfortable being both the “captain” today and a peer tomorrow - low ego, high ownership
Track record of making hard calls (hiring, performance, prioritization) and standing by them
Highly organized, detail-oriented, and systems-minded
Humble and curious

Nice To Haves

Experience scaling CS teams in high-growth SaaS or AI companies
Deep understanding of enterprise customer journeys and change management
Strong analytical skills with the ability to translate usage data into action
Passion for coaching, enablement, or learning & development

Responsibilities

Build a team that consistently delivers customer impact
Own hiring, interviewing, onboarding, performance management, and career development for a team of CSMs
Build a thoughtful hiring plan based on capacity needs, skill gaps, and customer tiers
Make strong hiring decisions, and be accountable for them
Set clear performance expectations and address underperformance quickly and directly
Establish career ladders, growth plans, and promotion criteria for CSMs
Retain and develop top performers, not just manage headcount
Model what outcome-driven Customer Success looks like in practice.
Coach CSMs weekly with specific, account-level feedback
Run structured account reviews and renewal / expansion strategy sessions
Serve as the escalation owner for highest tier customer issues
Model crisp communication, executive presence, and proactive risk management
Jump into complex customer situations to unblock progress and demonstrate best practices
Step in to cover accounts during PTO, parental leave, or transitions when needed
Build systems that scale customer outcomes, not just activity.
Define and run the CS operating cadence (team meetings, QBR standards, renewal forecasting, health reviews)
Improve, build, and document CS playbooks across onboarding, adoption, renewals, and risk
Own CRM hygiene, renewal forecast accuracy, and reporting rigor
Partner with RevOps and Product to improve usage tracking, health scoring, NPS/CSAT, and feedback loops
Use data to identify risk early and drive proactive interventions