<p>Apply</p> <p>Description</p> <p>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.</p> <p>The ideal candidate is both a player and a coach - comfortable building process, managing KPIs, developing talent, and stepping in with customers when needed.</p> <p>Key Responsibilities</p> <p>Team Leadership & Development</p> <ul> <li> <p>Lead, mentor, and develop a team of Customer Success Managers (CSMs)</p> </li><li> <p>Establish clear performance expectations aligned to retention and growth goals</p> </li><li> <p>Conduct regular 1:1s, coaching sessions, and performance reviews</p> </li><li> <p>Drive a high-accountability, customer-first culture</p> </li></ul> <p>Customer Lifecycle Strategy</p> <ul> <li> <p>Oversee customers post onboarding focusing on adoption and expansion</p> </li><li> <p>Ensure customers realize measurable value from our SaaS platform</p> </li><li> <p>Monitor health scores and proactively reduce churn risk</p> </li><li> <p>Develop structured playbooks for high- and low-touch engagement models</p> </li></ul> <p>Retention & Revenue Growth</p> <ul> <li> <p>Own revenue retention metrics</p> </li><li> <p>Partner with Sales on expansion strategy</p> </li><li> <p>Identify upsell opportunities within the customer base</p> </li></ul> <p>Operational Excellence</p> <ul> <li> <p>Build and refine scalable customer success processes</p> </li><li> <p>Leverage CRM and CS tools to track KPIs and optimize workflows</p> </li><li> <p>Analyze data trends to drive improvements in adoption and retention</p> </li><li> <p>Create reporting dashboards for executive visibility</p> </li></ul> <p>Cross-Functional Collaboration</p> <ul> <li> <p>Act as the voice of the customer internally</p> </li><li> <p>Partner with Product to influence roadmap decisions</p> </li><li> <p>Collaborate with Support and Training teams to improve customer experience</p> </li><li> <p>Escalate and coordinate resolution of high-priority customer issues</p> </li></ul> <p>Requirements</p> <ul> <li> <p>5+ years of experience in Customer Success focusing on small/medium size businesses. a SaaS environment</p> </li><li> <p>2+ years of people management experience</p> </li><li> <p>Strong understanding of SaaS and SaaS metrics (MRR, Churn, CAC)</p> </li><li> <p>Experience with CRM and Customer Success platforms (e.g., Salesforce, Churn Zero, HubSpot)</p> </li><li> <p>Data-driven decision maker with strong analytical skills</p> </li><li> <p>Excellent executive-level communication skills</p> </li></ul> <p>Salary Description</p> <p>100000-120000</p>