Manager of Customer Success

Tusker•Hudson, MA

12d

About The Position

Tusker is seeking a hands-on Customer Success leader who can develop and lead a high-performing team while personally managing a select portfolio of strategic customers. The role combines coaching Customer Success Managers, improving team operations, and remaining directly involved in customer relationships and outcomes. The manager will build executive relationships, handle complex customer situations, support renewals and growth opportunities, and collaborate across the business to deliver strong customer outcomes.

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.
A player/coach mindset, with the ability to coach a team while personally managing customers and solving problems.
Experience managing strategic customer relationships and engaging executive stakeholders.
Business acumen related to customer retention, growth, recurring revenue, and service delivery.
Demonstrated ability to navigate escalations, competing priorities, and complex customer situations.
Excellent communication, presentation, relationship-building, and problem-solving skills.

Nice To Haves

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

Responsibilities

Lead, coach, and develop 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.