Regional Manager, Customer Success (Americas)

Accuris

21h•$90,000 - $105,000•Remote

About The Position

The Regional Manager, Customer Success owns the people, performance, and customer outcomes for Accuris’s Americas CS team. This is a full people-management role responsible for leading a team of Customer Success Managers, driving regional retention and adoption strategy, and serving as the operational and strategic owner for one of Accuris' most critical customer segments. Your primary output is the performance of your team and the health of the region. You will work in close partnership with the Sr. Manager of Global Customer Success and report directly to them.

Requirements

5+ years of Customer Success or Account Management experience, ideally in SaaS or a technical environment.
2+ years directly managing CSMs or a customer-facing team, with full performance management responsibility.
Proven track record owning regional or team-level retention and NRR outcomes.
Strong executive communication skills. Comfortable representing Accuris at VP-level in customer conversations.
Proficiency with Salesforce or equivalent CRM; experience with CS platforms (Gainsight preferred).

Nice To Haves

Experience in engineering information services, standards, or technical documentation platforms
Background working with government, defense, aerospace, or regulated industry customers.
Familiarity with customer lifecycle program design (onboarding, health scoring, success planning).
Experience contributing to CS playbook development or scaled CS motions.

Responsibilities

Directly manage 5 Americas-based CSMs, including weekly 1:1s, quarterly performance reviews, and ongoing coaching.
Own 3-5 of the company’s largest accounts.
Build individual development plans for each team member, aligned to their career goals and team capacity needs.
Onboard and ramp new CSM hires; own the 90-day integration plan and milestone checkpoints.
Model leadership behavior and set the standard for ownership, customer empathy, and communication across the team.
Own net revenue retention (NRR) and customer health outcomes for the Americas region.
Maintain visibility into regional account health across all active CS programs; proactively flag risks with a recommended action plan.
Ensure CSMs are executing Success Plans, business reviews, onboarding programs, and adoption campaigns on schedule and to standard.
Step in directly on escalated accounts or executive-level conversations requiring manager presence.
Champion the consistent use of CS tooling across the Americas team.
Develop and execute a regional CS strategy aligned to Accuris retention, adoption, and expansion goals.
Collaborate with Customer Education to coordinate training programs for key Americas accounts.
Identify opportunities for tooling improvements, process scaling, and Professional Services alignment.
Work closely with cross-functional teams including Sales, Support, and Product to ensure customer needs are met and exceeded.
Lead regional team cadences including weekly standups, account reviews, and pipeline calls.
Maintain accurate Salesforce records across all Americas CS programs; own regional reporting.
Contribute to quarterly planning (QBRs, PKRs) with data-backed analysis of regional performance.
Own Americas CS budget inputs, including headcount justification and tool recommendations.