Manager, Customer Success Manager

Role Summary

The Manager of Customer Success leads a team of Customer Success professionals responsible for driving adoption, value realization, renewal, and expansion across a defined customer portfolio. This leader sets clear expectations, builds scalable processes, and partners cross‑functionally (Sales, Renewals, Support, Product, Professional Services) to deliver predictable customer outcomes and protect recurring revenue (ARR).

You will be accountable for the performance, development, and engagement of your team, ensuring they execute consistently against customer journeys, playbooks, and KPIs.

Key Responsibilities

• Customer Outcomes & Revenue
  • Own renewal, churn, and expansion outcomes for the team’s book of business, in partnership with Sales and Renewals.
  • Ensure CSMs build and maintain strategic success plans for priority accounts, with clear business outcomes, owners, and timelines.
  • Oversee delivery of the annual department KPIs targets for the assigned regions under management.
  • Proactively identify at‑risk customers, ensure CSMs build and deliver save plans, and drive cross‑functional mitigation actions.
  • Use data (segmentation, health scores, product usage, NPS/CSAT, support signals) to prioritize focus and interventions across the portfolio.
• Team Leadership & People Management
  • Recruit, onboard, and develop a high‑performing Customer Success team aligned to company values.
  • Set clear goals and expectations (KPIs, behaviours), and run a consistent rhythm of 1:1s, coaching, and performance reviews.
  • Build strong career development plans for each team member, including skills, certifications, and stretch assignments.
  • Model and reinforce a culture that is customer‑obsessed, data‑driven, collaborative, and accountable.
  • Address performance issues early with clear feedback, support, and structured improvement plans where needed.
• Operational Excellence
  • Implement and continuously improve standard processes and playbooks for adoption, value realization and churn mitigation.
  • Drive effective use of Customer Success tooling (e.g., Gainsight/CS platform, CRM, support systems) for accurate data and workflows.
  • Own the team’s forecasting and reporting for renewals, risk, and expansion opportunities.
  • Ensure accurate and timely documentation in systems of record (success plans, notes, health updates, risk registers).
• Cross‑Functional Collaboration
  • Act as the primary Customer Success point of contact for Sales, Renewals, Support, Product, and Services in your region or segment.
  • Ensure alignment with sales on program activities, account strategies, and customer escalations.