Manager, Customer Success

About the Role

The Manager, Customer Success will lead the Customer Success Manager (CSM) team, owning the post-go-live customer relationship across retention, expansion, and long-term value realization. This role builds and coaches a team of CSMs to drive adoption, manage renewals, and grow revenue across the book of business. The role partners closely with Solutions Engineering on handoffs and escalations, and with Sales on expansion. This position will build a scalable CS function that increases net revenue retention (NRR), maintains top-class GRR, strengthens customer trust with MEP contractors, and provides a repeatable, data-driven way to manage the customer lifecycle from handoff through renewal and expansion. This is a remote role that may require ~25-30% travel.

Responsibilities

• Team Leadership
  • Directly manage Customer Success Managers, including hiring, onboarding, coaching, 1:1s, career pathing, and performance management.
  • Set clear individual and team KPIs — gross and net retention, adoption, health score, and expansion — and hold the team accountable to them.
  • Build operating rhythms for QBRs, renewal forecasting, account reviews, and health-score tracking.
  • Establish CSM playbooks, talk tracks, renewal frameworks, and onboarding-to-CS handoff standards.
• Retention & Revenue Outcomes
  • Own retention metrics (GRR/NRR), renewal execution, and expansion strategy across the customer base.
  • Build and maintain a renewal forecast; review pipeline and risk weekly with the CSM team.
  • Partner with Sales/AEs to coordinate expansion and upsell motions, with clear ownership between CSM and AE.
  • Analyze customer health trends, identify churn risk early, and direct proactive save strategies.
• Cross-Functional Leadership
  • Partner with Solutions Engineering on post-go-live handoff, ensuring context and momentum carry through to the CSM team.
  • Collaborate with Product and Engineering to represent customer needs, surface patterns, and influence roadmap priorities.
  • Partner with RevOps to instrument the customer journey, build health-score models, and operationalize CSM workflows in the CRM/CS platform.
  • Act as the escalation point for at-risk or strategic accounts, including executive-level conversations when needed.
• Customer Advocacy & Experience
  • Ensure every account has a data-driven success plan tied to measurable outcomes and ROI.
  • Maintain high-touch relationships with strategic accounts and represent the organization at key customer milestones (QBRs, renewals, escalations).
  • Champion the voice of the customer across the organization, particularly around MEP workflow needs (field, VDC, PM, fabrication).

Requirements

• 5–7+ years in customer success or account management, including 3+ years managing a CSM/CS team.
• Proven track record owning renewals, gross/net retention, and expansion revenue against quota.
• Experience building or scaling repeatable CS processes — health scoring, QBR cadence, renewal playbooks — in a fast-moving environment.
• Strong data fluency: comfortable using CRM and CS platforms (e.g., Salesforce, Confluence/JIRA, ChurnZero, HubSpot) to track health, forecast renewals, and report on team performance.
• Excellent coaching, interpersonal, negotiation, and executive communication skills.
• Comfortable building structure and process in a fast-moving, scaling startup with limited existing infrastructure.

Preferred Qualifications

• Experience with construction technology, MEP, fabrication, or engineering-focused customers.
• Prior work in a SaaS environment scaling a Customer Success function from the ground up.
• Familiarity with customer health-scoring methodologies and NRR/GRR-driven CS operating models.