Manager, Customer Success Manager

About the Role

As the Manager of Customer Success, you will lead a team responsible for driving customer adoption, retention, and expansion across our customer base. This role translates customer success strategy into consistent execution through clear expectations, scalable operating models, and data-driven decision-making. You will own renewal and expansion performance for your segment and lead through hiring, coaching, and operational discipline. This is a quota-carrying leadership role focused on delivering predictable customer outcomes and sustainable growth.

Who you are

• A people-first leader who builds strong, accountable teams through clear expectations, coaching, and continuous feedback
• Experienced across the full customer success lifecycle, with the ability to operationalize frameworks and best practices at scale
• Data-driven and outcomes-focused, using customer health and performance metrics to guide priorities and decisions
• An effective communicator who can translate strategy into action and lead change in a fast-paced environment

What you will do

• Leadership and Team Management: Lead, mentor, and grow a team of Customer Success Managers, fostering a culture of excellence, accountability, and continuous improvement. Additionally, empower Renewal Managers and Specialists with effective strategies to drive renewals, achieve targets, and identify expansion opportunities, all while aligning with the company’s revenue and growth objectives.
• AI-Enabled Team Leadership. Champion the adoption of AI tools and automation across your CSM team to streamline workflows, surface customer insights faster, and free up capacity for high-impact, strategic customer work. Model AI-native habits and coach your team to do the same.
• Strategic Account Management: Develop and execute strategies for customer retention and expansion, understanding the unique needs of each account, from high-touch enterprise clients to scaled, automated engagements.
• Product Expertise: Maintain hands-on knowledge of our AI-driven email security solutions, enabling you to provide strategic guidance to both customers and CSMs on product utilization and optimization.
• Customer Advocacy: Serve as a key point of escalation for customer issues, working closely with the product and engineering teams to address challenges and drive resolution.

Must Haves

• Expertise in guiding teams to successfully renew or expand platform adoption; Proficiency in developing use cases/solutions with a robust background in the mid market sector
• Experience in managing mid market or tech touch accounts, with a focus on retention and expansion.
• 8+ years of experience in enterprise SaaS
• 3+ years of experience leading a Customer Success team in a SaaS environment 
• Proven track record of working with digital customer success and delivering exceptional customer outcomes.
• Deep understanding of account management principles and practices (inclusive of renewals), coupled with the ability to be hands-on with technical products.
• Strong analytical skills, with the capacity to translate data insights into strategic actions.
• Excellent communication and interpersonal skills, adept at engaging with stakeholders at all levels, both internally and externally (speaking multiple languages is a plus)
• Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
• Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
• Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
• Ability to travel based on customer and business needs (est. around 20-25%)

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