Manager, Customer Success

The Role

The Manager of Customer Success (SMB) at RevolutionParts will drive day-to-day team performance while ensuring the consistent adoption of standardized processes, playbooks, and systems across the segment. This role requires a blend of strategy and execution, partnering with Customer Success leadership to translate strategic priorities into clear expectations for the team and holding CSMs accountable to disciplined execution that drives measurable outcomes.

Responsibilities

• Manage and develop a team of SMB Customer Success Managers, driving accountability to performance and execution standards
• Partner with Sr. Director of CS to translate strategic priorities into clear, actionable plans
• Drive consistent adoption of Customer Success playbooks, workflows, and engagement models across all accounts
• Ensure CSMs are effectively leveraging systems, tools, and reporting to manage their business
• Identify breakdowns in execution and implement corrective actions to improve consistency and impact
• Ensure alignment between company goals and day to day team activities
• Partner cross functionally to ensure solutions are delivered effectively and adopted by the team
• Active participation in hiring and interviewing new members of the team
• Implement and manage reports on data, activity, and performance of the team
• Work with other leaders companywide such as support, marketing, and product to ensure that customer needs and the voice of the customer is heard, understood, and prioritized
• Coach the team in maximizing the retention and growth of our customer base
• Reduce churn by working with CSMs on saves to resolve issues for clients
• Stay on top of churn reasons along with presenting reporting to Senior Leadership monthly

Requirements

• Combined background of post-sale and sales experience
• B.A. in Business, Marketing, Communication or a related field; or, an equivalent level of experience
• 5+ years of enterprise account management experience
• 3+ years’ experience in leading customer-facing teams
• Proven track record of improving customer retention through structured, data driven engagement strategies
• Strong understanding of eCommerce and Digital Marketing ecosystems, including traffic acquisition, conversion optimization, paid/organic channels, and marketplace dynamics
• Excellent communication, organization, interpersonal, and writing skills
• Proven ability to multi-task and interact with a large number of demanding customers
• Familiarity with billing and subscription management is a plus
• Success working in a fast-paced, high-growth environment, preferably at the intersection of SaaS and eCommerce, with a track record of improving online sales performance, increasing GMV, or enabling digital growth for customers
• Proven background in hiring, training, and developing a high-performing team of customer success professionals
• Proven background in coaching, mentoring, and skill development of individual contributors at various experience and business acumen levels
• Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers