Manager of Customer Success

Manager Of Customer Success

Our client is seeking an experienced and dynamic Manager of Customer Success to lead and scale our Customer Success team. This role is dedicated to ensuring customers across multiple industries gain exceptional value from their software and suite of products. You will play a critical role in driving customer satisfaction, retention, and product adoption, while also partnering with account management to support contract renewals.

Responsibilities

• Develop and implement a Customer Health strategy aligned with company objectives to drive satisfaction and retention.
• Demonstrate the revenue impact of Customer Success strategies and the Customer Success Manager (CSM) team on a quarterly basis.
• Lead, mentor, and scale a high-performing CSM team; provide coaching and career development.
• Build and maintain strong relationships with executive stakeholders and internal partners to ensure strategic alignment.
• Drive product adoption and measurable business outcomes by analyzing customer usage data and implementing programs for improvement.
• Partner with Account Management to support renewal strategies and improve Net Revenue Retention.
• Lead analysis on dealer / product churn and report on leading indicators to support Gross Revenue Retention.
• Collaborate cross-functionally with product, sales, and support teams to share customer feedback and enhance the customer experience.
• Establish and track KPIs to monitor team performance, customer health, and adoption; provide insights to senior leadership.
• Act as an escalation point for critical customer issues and drive process improvements to enhance scalability and efficiency.

Qualifications

This is an exciting opportunity to make a measurable impact on customer success outcomes at a growing SaaS company. You'll have the chance to build a team, drive innovation in customer strategies, and directly influence business growth. We offer competitive compensation, benefits, and the chance to be part of a customer-first, collaborative culture.