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We are seeking a strategic and hands-on Manager of Customer Success to lead and scale our Customer Success team within a fast-growing SaaS organization. This leader will drive retention, expansion, customer satisfaction, and operational excellence while building a high-performing, metrics-driven team.
The ideal candidate is both a player and a coach - comfortable building process, managing KPIs, developing talent, and stepping in with customers when needed.
Key Responsibilities
• Team Leadership & Development Lead, mentor, and develop a team of Customer Success Managers (CSMs) Establish clear performance expectations aligned to retention and growth goals Conduct regular 1:1s, coaching sessions, and performance reviews Drive a high-accountability, customer-first culture
• Customer Lifecycle Strategy Oversee customers post onboarding focusing on adoption and expansion Ensure customers realize measurable value from our SaaS platform Monitor health scores and proactively reduce churn risk Develop structured playbooks for high- and low-touch engagement models
• Retention & Revenue Growth Own revenue retention metrics Partner with Sales on expansion strategy Identify upsell opportunities within the customer base
• Operational Excellence Build and refine scalable customer success processes Leverage CRM and CS tools to track KPIs and optimize workflows Analyze data trends to drive improvements in adoption and retention Create reporting dashboards for executive visibility
• Cross-Functional Collaboration Act as the voice of the customer internally Partner with Product to influence roadmap decisions Collaborate with Support and Training teams to improve customer experience Escalate and coordinate resolution of high-priority customer issues
Requirements
5+ years of experience in Customer Success focusing on small/medium size businesses A SaaS environment 2+ years of people management experience Strong understanding of SaaS and SaaS metrics (MRR, Churn, CAC) Experience with CRM and Customer Success platforms (e.g., Salesforce, Churn Zero, HubSpot) Data-driven decision maker with strong analytical skills Excellent executive-level communication skills
Salary Description 100000-120000