Manager, Customer Resilience Management

About the role

For our client, we are seeking a Manager, Customer Resilience Management to join the team of a leader in the Enterprise Technology space. This role will guide a customer success team responsible for strengthening account health, improving retention, and supporting renewals across a portfolio of managed accounts. The manager will partner closely with Sales and other internal stakeholders to enhance service delivery, expand existing relationships, and drive operational consistency. This is a hands-on leadership position focused on process improvement, customer lifecycle management, and proactive engagement to reduce churn and support long-term growth.

Responsibilities

• Provide leadership and direction to a customer resilience management team
• Drive strategies for managed accounts to improve process efficiency
• Own full customer lifecycle management, including onboarding and renewals
• Engage proactively to support renewals and reduce churn risk
• Review the quality of customer-facing documents and reports
• Collaborate with Sales to expand existing accounts and improve service delivery
• Manage day-to-day operations and workload distribution within the team

Qualifications

• Bachelor's degree in a computer-related field preferred
• 10+ years of experience in customer success or technical account management
• 3+ years of team leadership experience
• Excellent written and verbal communication skills
• Proven ability in strategic problem solving and process improvement

Benefits

• Eligible for bonus potential
• Equity participation
• Comprehensive benefits package
• Opportunities for professional development
• Flexible work hours to accommodate time zone differences

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $155,500 – $233,300 annually