Manager, Customer Success (Commercial)
Location: United States • Employment Type: Full time
About the role
The hiring organization is seeking a Manager, Customer Success (Commercial) to lead an expanding Commercial Customer Success team. The Commercial segment represents the organization's fastest-growing customer base by net dollar retention, with substantial opportunity to introduce new products and expand usage across customer accounts. This is a dedicated people management role without an individual account book. The manager will initially lead an existing group of Commercial Customer Success Managers (CSMs) and oversee future hiring for the team. The role combines hands-on coaching with the design and optimization of playbooks and workflows that enable CSMs to capture customer value, drive retention, and accelerate expansion. This leader will stay close to customer accounts through active coaching, executive relationship building, and escalations, while serving as a key Customer Success voice in cross-functional collaboration with the Product organization.
Responsibilities
- Hire, onboard, and develop Commercial CSMs as the team scales.
- Conduct regular 1:1 meetings, call reviews, and account reviews to coach performance and establish clear individual development priorities.
- Build deep product expertise across the team, ensuring CSMs can guide customer workflows, accelerate post-onboarding adoption, and tie software capabilities directly to customer goals.
- Coach CSMs to define baseline metrics and success criteria early, tracking ongoing progress through monthly check