Manager, Customer Success

Posit is looking for a thoughtful and strategic Manager, Customer Success to help scale our growing post-sales organization. This is a high-impact role—perfect for a leader who thrives in cross-functional environments, brings out the best in others, and knows how to operationalize success at scale. As part of Posit’s mission-driven team, you’ll play a key role in helping organizations around the world harness the power of open-source data science tools to solve real-world problems.

About the role

You’ll lead a team of talented CSMs who are each focused on a portfolio of strategic accounts, with the goal of delivering measurable outcomes, strengthening customer partnerships, and building a high-performing team. You’ll bring clarity, structure, and a customer-first mindset to everything you do—driving excellence through coaching, process improvement, and deep cross-functional collaboration.

Responsibilities

• Lead, mentor, and inspire a team of Customer Success Managers by providing structured coaching, clear expectations, and ongoing development to help them thrive and deliver measurable value to customers.
• Establish clear expectations and KPIs aligned to retention, expansion, customer health, and strategic impact—ensuring consistent team performance and accountability.
• Serve as a trusted advisor and escalation point for key accounts—helping customers navigate change, ensuring Posit remains relevant to their evolving needs, and reinforcing long-term relationships through strategic engagement.
• Build strong partnerships with Sales, Product, Engineering, and Support—aligning on shared goals, proactively resolving risks, and driving initiatives that improve the end-to-end customer experience.
• Design and evolve scalable playbooks, engagement models, and reporting systems—using customer insights as a key input to ensure they remain relevant, consistent, and impactful across the customer lifecycle.
• Step in when necessary to support high-stakes accounts, model best practices, or refine the customer journey—while empowering your team to lead day to day.

What you’ll accomplish

• Within 3 months: Complete onboarding and build foundational knowledge of Posit’s platform, customers, and success motion. Build trust with your team and begin 1:1 coaching and performance alignment. Identify immediate workflow, reporting, or process gaps and begin shaping improvements. Establish working relationships with Sales, Solutions Engineering, and Product leaders.
• Within 6 months: Drive consistent execution of core customer success activities across your team’s portfolio. Implement improvements to team capacity planning, success playbooks, and reporting. Ensure customer health, retention, and expansion metrics are trending in the right direction across your team. Represent the CS team in cross-functional strategic initiatives and support pre-renewal and expansion planning. Begin recruiting and onboarding additional team members as needed.
• Within 12 months: Be seen as a key leader in the Revenue organization, shaping how we engage and grow enterprise customers. Deliver measurable impact across retention, expansion, and customer satisfaction. Continue evolving our enterprise success model through experimentation, team feedback, and customer insights. Hire, mentor, and scale a high-performing team equipped to deliver customer value at scale. Create internal champions and external customer evangelists based on the work you and your team lead.

Requirements

• Significant experience in Customer Success, Account Management, or post-sales roles in software.
• Experience leading enterprise teams, ideally with technical customers.
• A coaching-first mindset with a track record of developing high-performing teams.
• Strong operational skills—able to build and refine playbooks, reporting, and workflows.
• Strategic prioritization skills to focus team efforts where they’ll have the greatest impact.
• Clear communicator and effective collaborator across functions and levels.
• Comfortable navigating escalations and serving as a trusted advisor to key accounts.
• Adaptable, with a bias toward action and comfort working through ambiguity in a fast-moving, remote environment.
• Comfort working with AI tools and driving AI process improvements.

Nice to have

• Familiarity with Salesforce, Gong, Confluence, Outreach, or similar tools.
• Background in data science, analytics, or open-source communities.
• Experience with on-prem and hybrid solutions.
• Prior work in a fully remote, distributed team environment.

Pay

Individual pay decisions are based on qualifications for the role, experience level, and skillset. The hiring range includes base salary and commission; this role has an expected 80/20 pay mix. In addition, Posit offers an annual cash bonus, targeted at 10% of base pay, based on company performance, and a cash grant that vests over 4 years. Hiring range: $137,000—$180,813 USD.

Benefits

• 100% of medical, dental, and vision insurance premiums are covered for employees and their families.
• Fertility and gender-affirming healthcare included in all plans.
• Supplemental mental health and wellness benefits via Ginger, including for teen family members.
• Gender-neutral paid parental leave policy covering all new parents, including foster and adoptive parents.
• 401k enrollment starting on day one, with a substantial yearly match after six months.
• Annual profit-sharing bonus recognizing team contributions to company performance.
• 100% distributed team with a $400 monthly reimbursement for coworking space rental.
• Lifestyle Savings Account with an initial deposit of $1,800 and a quarterly stipend of $375 for professional development, wellness, financial health, charitable giving, and remote work support.
• Flexible environment with a generous vacation policy encouraging a minimum of four weeks PTO per year plus 15 paid company holidays.

Schedule

Posit prioritizes giving employees “focus time” to get deep work done, minimizes meetings, and operates asynchronously. The team is fully remote, with an optional Boston office available. Posit is a Public Benefit Corporation (PBC) and a Certified B Corporation®, balancing community interests, customers, employees, and shareholders in corporate decisions.