Manager, Customer Success Management

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Success Management based in the United States. This is a remote leadership opportunity focused on managing a high-performing pooled Customer Success team supporting a broad customer portfolio. You will lead 4–7 Customer Success Managers and help them deliver consistent, measurable value across many accounts at scale. Rather than relying on traditional one-to-one account management, the role emphasizes repeatable plays, efficient coverage, and data-driven prioritization. You will design and continuously improve the operating model that guides onboarding, adoption, renewal readiness, risk management, and expansion. As both an operator and hands-on coach, you will develop CSM talent while improving processes, tooling, documentation, and team capacity. You will work closely with Sales, Renewals, Support, Product, and Professional Services to strengthen retention and customer outcomes. The role is ideal for a customer success leader who thrives in fast-moving, metrics-driven environments and enjoys building scalable systems.

Lead, coach, and develop a team of 4–7 pooled Customer Success Managers while promoting accountability, collaboration, and continuous improvement. Manage workload distribution, queue coverage, and team capacity to ensure consistent service across the customer portfolio. Establish portfolio review, renewal, risk, and performance management rhythms, using data to prioritize the highest-impact interventions. Operationalize standardized customer value plays covering onboarding confirmation, adoption checkpoints, lifecycle coverage, and pre-renewal preparation. Define clear value milestones and outcome criteria, ensuring product adoption is connected to measurable customer business results. Own retention performance across the pooled portfolio, including renewal readiness, early risk detection, and repeatable risk mitigation strategies. Partner with Sales and Renewals teams to identify expansion opportunities, new use cases, stakeholders, and qualified handoffs. Define and enforce operating standards covering response times, coverage expectations, escalation paths, documentation, and customer handoffs. Maintain accurate CRM and Customer Success systems, ensuring account health, engagement history, renewal status, and customer context are accessible to the entire team. Use metrics such as coverage, response time, adoption, health scores, renewal rates, and expansion revenue to guide performance and operational decisions. Identify automation and process improvements that increase team capacity and scalability without proportionally increasing headcount. Partner cross-functionally with Support, Product, Professional Services, Renewals, and Sales to improve the customer journey. Represent the needs of a broad customer population internally and communicate systemic risks, adoption barriers, and product feedback to senior leadership. Contribute to broader Customer Success strategy, planning, and organizational improvement. Requirements 5+ years of experience in B2B SaaS, including at least 3 years in Customer Success or account management. 2+ years of experience managing or leading Customer Success Manager teams. Experience operating a pooled, shared, scaled, or high-volume customer coverage model, or a strong track record of building scalable customer success programs. Strong knowledge of renewal strategy, retention management, customer health, and risk identification across large portfolios. Proven ability to design, implement, and continuously improve repeatable customer success plays, playbooks, and operating standards. Strong analytical and data-driven mindset, with the ability to turn portfolio signals into clear priorities and team actions. Comfort managing through systems, processes, and metrics rather than relying primarily on individual account relationships. Excellent coaching, communication, and stakeholder management skills. Leadership style grounded in transparency, ownership, accountability, and high performance. Ability to work effectively across Sales, Renewals, Product, Support, Professional Services, and other cross-functional teams. Strong organizational skills and the ability to manage competing priorities in a fast-moving environment. Benefits Annual salary range of $125,000–$155,000 USD , plus eligibility for a discretionary bonus plan. Comprehensive medical, dental, and vision insurance. Health Savings Account (HSA) and Flexible Spending Account (FSA) options. Annual Lifestyle Spending Account (LSA). 401(k) retirement plan with company matching. Paid parental leave. Vacation, personal, and wellness days. Annual learning and development budget. Remote work environment. Opportunities to contribute to a scalable, high-impact Customer Success organization.