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United States
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager of Customer Success based in the United States.
The Manager of Customer Success will lead and develop a regional team of Technical Account Managers and Customer Success Operations Managers, driving customer retention, satisfaction, and long-term growth. This leadership role focuses on ensuring customers successfully adopt, implement, and operationalize SaaS solutions while maximizing their value. You will shape and execute customer success strategies aligned with broader business objectives, strengthen strategic customer relationships, and promote a customer-centric culture. Working closely with Sales, Product, Marketing, and Support, you will help deliver a consistent and effective customer experience. Through performance measurement, customer feedback, and proactive risk management, you will identify opportunities for improvement and ensure meaningful customer outcomes.
You will oversee regional customer success operations, empower your team, and ensure that customer relationships translate into measurable business value. Your main responsibilities will include:
Develop and implement customer success strategies that align with business objectives and maximize customer value.
Lead, mentor, and develop a regional team of Technical Account Managers and Customer Success Operations Managers.
Foster a high-performance, collaborative, and customer-centric culture focused on delivering meaningful outcomes.
Build and maintain strong relationships with key customers, acting as a trusted advisor and helping them achieve their business goals.
Establish, monitor, and analyze key performance indicators (KPIs) to measure customer success and drive continuous improvement.
Collaborate with Sales, Product, Marketing, and Support teams to ensure a consistent and coordinated customer experience.
Collect and analyze customer feedback to identify opportunities for product development and service improvements.
Identify potential risks to customer satisfaction and retention, developing proactive strategies to address them.
Report regularly to senior leadership on customer success performance, strategic initiatives, and business outcomes.
The ideal candidate combines proven customer success leadership experience with strong strategic, analytical, and relationship-building capabilities. You should bring:
At least 5 years of experience in customer success, account management, or a related field, including 3 or more years in a leadership role.
A bachelor's degree in Business, Marketing, or a related discipline; an MBA or equivalent experience is a plus.
Strong strategic planning and execution skills, with a demonstrated ability to develop and deliver customer success initiatives.
Proven leadership and team management capabilities, including experience building and developing high-performing teams.
Excellent communication and interpersonal skills, with the ability to build trusted relationships with customers and internal stakeholders.
Strong analytical and problem-solving skills, with the ability to use data to guide decisions and improve performance.
A customer-focused, results-oriented mindset and a track record of driving revenue growth, customer satisfaction, feature adoption, and retention.
A solid understanding of SaaS products and the ability to explain technical concepts clearly to non-technical audiences.
A collaborative approach and a commitment to continuous improvement and customer value creation.
Remote work opportunity based in the United States.
Opportunity to lead and develop a regional team of customer success professionals.
Strategic influence over customer experience, retention, product adoption, and business growth.
Cross-functional collaboration with Sales, Product, Marketing, and Support teams.
An inclusive and equal-opportunity working environment.
