Team Manager, Customer Success - Remote, USA
About The Position
The Manager, Customer Success - Enterprise Accounts leads a team of Customer Success Managers focused on driving customer value, adoption, retention, and growth across strategic enterprise customers. The role develops and executes strategies to help customers achieve desired business outcomes and maximize the value of TeamViewer solutions. The manager recruits, onboards, coaches, and develops a high-performing team, establishes performance expectations and career development plans, and fosters a customer-centric, results-oriented culture. The role drives retention, renewal readiness, risk mitigation, proactive engagement, customer health monitoring, and expansion opportunities in partnership with Sales. It builds executive relationships, supports strategic account planning, and serves as an escalation point for critical customer issues. Working across Sales, Support, Professional Services, Product, and Operations, the manager represents the voice of the customer and aligns teams to resolve challenges and improve outcomes. The role also improves customer success processes and playbooks, uses health data and usage analytics to guide decisions, forecasts retention, maintains account documentation and CRM hygiene, and communicates performance, trends, risks, and opportunities to senior leadership through reports, dashboards, and business reviews.
Requirements
- Bachelor's degree in business, Technology, Management, or a related field.
- 7+ years of experience in Customer Success, Account Management, Consulting, or related customer-facing roles.
- 3+ years of people management experience leading Customer Success or Account Management teams.
- Experience managing enterprise and strategic customer relationships within a SaaS or technology company.
- Demonstrated success driving customer retention, adoption, and revenue growth.
- Ability to lead, motivate, and develop high-performing teams.
- Strong coaching and mentoring capabilities.
- Experience managing through change and driving organizational initiatives.
- Excellent executive presence and stakeholder management skills.
- Deep understanding of customer lifecycle management and customer success methodologies.
- Ability to identify business risks and develop mitigation strategies.
- Strong strategic thinking and problem-solving skills.
- Experience conducting Executive Business Reviews and value realization discussions.
- Ability to analyze customer usage, health scores, and business performance metrics.
- Strong presentation and communication skills.
- Experience supporting enterprise software, SaaS, digital workplace, remote connectivity, or IT operations solutions.
- Knowledge of customer adoption frameworks and change management principles.
- Experience leading globally distributed teams.
Nice To Haves
- DEX experience preferred.
- Experience with Salesforce; Salesforce is the preferred CRM platform.
- Familiarity with Customer Success platforms such as Gainsight, Totango, ChurnZero, or similar.
Responsibilities
- Recruit, onboard, coach, and develop a high-performing team of Enterprise Customer Success Managers.
- Establish performance expectations, career development plans, and accountability measures; conduct coaching sessions, performance reviews, and talent assessments.
- Foster a customer-centric and results-oriented culture.
- Drive customer retention, renewal readiness, and risk mitigation across enterprise accounts.
- Ensure proactive customer engagement through executive business reviews, success planning, and adoption initiatives.
- Partner with Sales to identify expansion and cross-sell opportunities and support renewals, growth initiatives, and customer lifecycle management.
- Oversee customer health monitoring and intervention plans for at-risk accounts.
- Build relationships with executive stakeholders at key enterprise customers and support strategic account planning for complex accounts.
- Serve as an escalation point for critical customer issues and business challenges.
- Ensure customers achieve measurable business outcomes and realize value from TeamViewer solutions.
- Collaborate with Support, Professional Services, Product, and Operations to improve customer experience and resolve customer challenges.
- Represent the voice of the customer by providing actionable feedback to internal stakeholders.
- Establish and optimize customer success processes, playbooks, and best practices.
- Use customer health data, usage analytics, and feedback to inform decisions.
- Forecast customer retention and proactively manage business risks.
- Ensure accurate account documentation and CRM hygiene.
- Communicate business performance, customer trends, risks, and opportunities to senior leadership.
- Develop dashboards and reports measuring team effectiveness and customer outcomes.
- Present customer success strategies and business reviews to executive stakeholders.
Benefits
- Competitive compensation and bonuses
- Flexible PTO
- Paid holidays
- 401(k) with employer matching
- Comprehensive health insurance package, including 100% employer-paid medical coverage
- Up to 12 weeks of parental leave
- Basic life insurance
- Short-term and long-term disability coverage, 100% employer-paid
- Quarterly teambuilding events
- Leadership luncheons
- Companywide All Hands meetings
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What This Job Offers
Job Type
Full-time
Career Level
Manager
