EverPro - Manager of Customer Success (Remote, US)

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers through regular coaching, performance management, career development, and skill-building.
• Establish clear goals, success metrics, and accountability.
• Develop and execute the Customer Success strategy to maximize customer adoption, retention, and long-term customer value.
• Foster a high-performance, customer-centric culture focused on customer outcomes, operational excellence, and continuous improvement.
• Support hiring, onboarding, and development of Customer Success talent.
• Personally manage a portfolio of strategic or high-value enterprise customers, serving as the executive sponsor and trusted advisor.
• Lead Executive Business Reviews (EBRs/QBRs), renewal strategy discussions, adoption planning, and executive stakeholder engagement.
• Partner with Sales on expansion opportunities, account planning, and commercial strategy.
• Act as an escalation point for complex customer situations and coordinate cross-functional resolution efforts.
• Drive customer adoption, value realization, and long-term retention across both personal accounts and the broader team portfolio.
• Monitor customer health indicators, identify risks early, and implement proactive success plans.
• Ensure consistent engagement across the customer lifecycle through standardized playbooks, success plans, and best practices.
• Ensure successful onboarding, product adoption, and realization of customer business objectives.
• Design, document, refine, and scale Customer Success processes, playbooks, and best practices.
• Identify opportunities to automate manual activities and improve team productivity through technology and workflow optimization.
• Ensure Customer Success activities are consistently documented within CRM and business systems.
• Define and maintain KPIs and automated dashboards that provide visibility into customer health, renewals, adoption, retention, satisfaction, and team performance.
• Champion operational consistency while improving efficiency and customer experience.
• Lead Customer Success initiatives that improve scalability, customer experience, and operational maturity.
• Partner with Product Management to collect, prioritize, and communicate customer feedback while providing business justification for roadmap decisions.
• Partner with Support and Professional Services to ensure seamless customer experiences.
• Work closely with Revenue Operations and Sales Leadership on forecasting, renewals, and expansion planning.
• Serve as the voice of the customer across the organization.
• Develop structured processes for collecting, prioritizing, and communicating customer feedback.
• Translate customer insights into recommendations that improve adoption, retention, customer experience, and product strategy.

  Requirements

  • 2–5+ years of Customer Success, Account Management, or related SaaS experience.
  • 1–4+ years of people management experience leading Customer Success teams.
  • Experience managing enterprise and strategic customer relationships.
  • Demonstrated success owning renewals, customer retention, adoption, and expansion initiatives.
  • Strong executive communication and presentation skills.
  • Experience working cross-functionally with Product, Sales, Support, and Operations.
  • Strong analytical and problem-solving skills with experience using customer health metrics and success KPIs.