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
Qualifications
- 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