Team Manager, Customer Success - Remote, USA
About The Position
The Manager, Customer Success - Enterprise Accounts leads a team of Customer Success Managers focused on customer value, adoption, retention, and growth across strategic enterprise customers. The role develops and executes strategies that help customers achieve desired business outcomes and maximize the value of their TeamViewer solutions. This leader develops a high-performing team, strengthens executive relationships, supports strategic account planning, and drives customer retention, renewal readiness, adoption, and expansion. The role works cross-functionally with Sales, Support, Professional Services, Product, and Operations, and represents customer feedback internally. It also establishes customer success processes, monitors customer health and business risks, forecasts retention, and communicates team performance and customer trends to senior leadership. The position is remote in the USA. TeamViewer describes itself as a provider of a Digital Workplace platform and says it has more than 1,900 employees worldwide and serves around 645,000 customers.
Requirements
- Bachelor's degree in business, technology, management, or a related field.
- At least 7 years of experience in Customer Success, Account Management, Consulting, or related customer-facing roles.
- At least 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 (EBRs) and value realization discussions.
- Experience with CRM platforms.
- 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.
- Salesforce experience preferred.
- 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, 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 outcomes.
- Represent the voice of the customer by providing actionable feedback to internal stakeholders and driving cross-departmental alignment.
- Establish and optimize customer success processes, playbooks, and best practices.
- Use customer health data, usage analytics, and feedback to guide decisions.
- Forecast customer retention and proactively manage business risks.
- Maintain accurate account documentation and CRM hygiene.
- Communicate business performance, customer trends, risks, and opportunities to senior leadership.
- Develop dashboards and reports that measure team effectiveness and customer outcomes.
- Present customer success strategies and business reviews to executive stakeholders.
Benefits
- Competitive compensation and bonuses
- Flexible PTO and 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 and short-term and long-term disability coverage, 100% employer-paid
- Quarterly teambuilding events, leadership luncheons, and companywide All Hands meetings
- Open door policy and business casual dress code
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What This Job Offers
Job Type
Full-time
Career Level
Manager
