Manager of Customer Success

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set the standard in compliance solutions, our vision extends far beyond trainingwe aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.

With world-class customer reviewsboasting a 96% rating on G2 from over 100 reviewsand industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance trainingwe are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done.

About the Role :

Were looking for a Customer Success Manager Lead to oversee a team of talented CSMs and ensure our customers achieve measurable value from our platform. Youll manage day-to-day operations, guide your team through renewals and expansions, and help refine our Customer Success processes as we scale.

This role is perfect for someone who loves balancing strategy with hands-on coaching, thrives in dynamic environments, and takes pride in building high-performing, customer-centric teams.

What Youll Do :

Lead and manage the daily operations of a Customer Success team of 56 CSMs , ensuring strong performance and engagement.

Coach and develop team members on Customer Success fundamentals, renewal mechanics, and account management best practices.

Oversee renewal and expansion opportunities , supporting CSMs in driving growth and minimizing churn.

Manage customer escalations with a calm, solutions-oriented approach, ensuring quick resolution and positive outcomes.

Maintain forecasting accuracy , providing visibility into renewal pipelines and potential risks.

Ensure process adoption across the team, reinforcing operational consistency and data hygiene within our CRM.

Partner cross-functionally with Sales, Product, and Marketing to drive alignment on customer needs and outcomes.

Who You Are :

An experienced people manager with a track record of developing high-performing teams.

Skilled in renewal and expansion strategy , with a strong understanding of renewal mechanics and customer lifecycle management.

Passionate about coaching , giving actionable feedback, and celebrating wins.

Highly organized and disciplined when it comes to forecasting and CRM hygiene (HubSpot experience preferred).

Adept at refining early-stage processes and helping teams adapt to evolving Customer Success models.

Comfortable in fast-paced, high-volume environments , with experience supporting pooled or one-to-many customer motions.

Experienced in SaaS Customer Success , managing teams of similar size, and overseeing renewals and CRM-based forecasting.

What to Expect :

The interview process at EasyLlama takes about 3 weeks and may include cross-functional stakeholders of the role. Here's what the interview process looks like :

Recruiter Screen

Hiring Manager Interview

Peer Interview

CEO Meet and Greet

How We'll Take Care of You :

$108,000 to $147,000

Flexible, fully remote environment

4 Weeks PTO - Recharging is essential. We respect your time off and encourage it.

Competitive employer-sponsored health insurances

401(k) + company matching

Professional development reimbursements

Quarterly remote work stipend

The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved

• states :

AR - Arkansas

AZ - Arizona

CA - California

CO - Colorado

FL - Florida

IL - Illinois

LA - Louisiana

MA - Massachusetts

MN - Minnesota

NE - Nebraska

NJ - New Jersey

NY - New York

NC - North Carolina

OH - Ohio

PA - Pennsylvania

TN - Tennessee

TX - Texas

UT - Utah

VA - Virginia

WA - Washington

WI - Wisconsin

To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection!

At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.