Manager of Customer Success

About the Role

As the Manager of Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn "crowdsourced" Slack knowledge into repeatable, data-driven playbooks that drive global retention.

You Are

• You understand that an Enterprise lead needs a different "touch" than a high-volume user, and you know how to build systems for both.
• You don't wait for a clean dashboard; you dive into the data to find the trends, churn risks, and expansion opportunities yourself.
• You can coach a CSM through a high-stakes executive presentation one hour and help them optimize an automated email sequence the next.
• You thrive in the "grey area." You see messy data and ambiguous processes as a puzzle to solve rather than a roadblock.

You Will

• Segment the Strategy: Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency.
• Build the Health Engine: Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base.
• Operationalize the "Hive-Mind": Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks.
• Drive Proactive Retention: Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk.
• Mentor & Measure: Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth.

You Have

Must Have:

• Leadership Experience: 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step).
• Versatile CS Background: Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication).
• Analytical Proficiency: Experience using data (CRM, BI tools) to drive retention and identify churn risks.