Manager, Customer Success

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The Manager of Customer Success is responsible for leading, coaching, and developing a team of Customer Success Managers (CSMs) to achieve high customer retention and superior net revenue retention (NRR). This role requires a strong focus on daily operational excellence, process adherence, and driving measurable improvements in the customer experience across specific segments or territories. An ideal Manager will be a hands-on, highly organized leader who thrives on improving team efficiency, ongoing value driven enablement and achieving measurable business results at a fast pace. The ideal candidate inspires their team and demonstrates a relentless focus on driving customer outcomes.
Key Responsibilities:
Team Leadership & Coaching

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Build & Scale: Build, scale and lead our rapidly growing team, continuing the development of a culture of teamwork, high performance and growth in our Success team.

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Performance Management & Development: Lead day-to-day operations, goal setting, career development, performance management, and growth of team members. Directly manage a team of CSMs, conducting regular 1:1s, performance reviews, leveraging Gong and providing direct coaching and feedback on customer engagement, risk mitigation, and renewal strategy.

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Mentorship: Serve as a mentor and a leader, helping to develop the skills of the team, so they are able to achieve their metrics and career goals. Supporting and advising new and experienced Customer Success team members in strategies to develop lasting relationships with customers.

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Workflow Build & Execution: Ensure the team consistently follows established customer success playbooks, health scoring methodologies, and escalation procedures.

Operational Excellence & Execution

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Retention & Growth Targets: Drive the team’s execution of retention programs to meet monthly and quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets. Accountable for the delivery of the team retention and growth targets and associated Key Performance Indicators.

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Risk Management & Escalations: Oversee the proactive identification and mitigation of at-risk accounts, ensuring timely activation of executive engagement and stabilization plans. Lead the response to customer escalations, ensuring related actions are followed through to resolution with the applicable team members.

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Data-Driven Decisions: Manage and report on key operational metrics for the team, including Customer Health Scores, Sales Pipeline, Risk Trends, Churn Forecasting, & Success plans. Analyse customer and performance data to make informed decisions about operational and procedural changes.

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Tool Utilization: Ensure 100% adherence to CRM and CS platform usage, maintaining data integrity for accurate forecasting and executive reporting.

Customer Advocacy & Feedback Loop

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Customer Engagement Strategy: Create customer advocacy and trust by implementing a consultative solution lead approach.

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Voice of the Customer (VoC): Systematically collect and synthesize customer feedback and pain points from the team and deliver actionable insights to the Director/VP and Product teams.

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Process Improvement & Strategic Partnership: Collaborate with O