Manager, Customer Success - Enterprise

About the role

The hiring organization is seeking a Manager, Customer Success - Enterprise for a full-time, remote role based in the United States. In this position, you will lead a team of approximately 7-8 Customer Success Managers responsible for a combined portfolio of Upmarket customers with annual contract values ranging from $100K to $500K, representing approximately $15M to $20M in ARR. This role focuses on driving customer retention, adoption, value realization, and operational excellence across the portfolio while coaching and developing high-performing talent. You will partner cross-functionally with Sales, Professional Services, Support, Product, Marketing, and Revenue Operations to support customer business outcomes and operational scale.

Responsibilities

• Lead, coach, and develop a team of approximately 7-8 Customer Success Managers supporting Upmarket customers.
• Foster a culture of accountability, customer-centricity, collaboration, and continuous improvement.
• Conduct regular coaching sessions, performance reviews, talent assessments, and career development conversations.
• Establish clear expectations and operating rhythms that drive consistent execution and customer outcomes.
• Recruit, onboard, and develop Customer Success talent while supporting organizational succession planning.
• Drive strong Gross Revenue Retention (GRR), customer adoption, customer satisfaction, and value realization across the portfolio.
• Coach Customer Success Managers on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery, ensuring ownership of the renewal process.
• Ensure team members proactively identify account risks and execute mitigation strategies to protect retention.
• Partner with Sales leadership to align on customer health, growth opportunities, and strategic account planning.
• Maintain strong customer engagement and executive alignment across key accounts.
• Own portfolio forecasting processes, renewal inspections, customer health reviews, and risk management practices.
• Ensure consistent execution of success plans, Executive Business Reviews (EBRs), account reviews, and customer engagement standards.
• Use data and analytics to track performance trends, drive decision-making, and champion operational improvements in efficiency, scalability, and forecast accuracy.
• Drive team adoption of established Customer Success processes, tools, and best practices.
• Collaborate cross-functionally with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations to deliver strong customer outcomes and support strategic initiatives.
• Act as a voice of the customer across the organization and contribute to shaping operating models, programs, and processes.

Qualifications

Required:

• 5+ years of people leadership experience leading customer-facing teams within a SaaS organization.
• 8+ years of experience in Customer Success, Account Management, Professional Services, Consulting, or other customer-facing roles.
• Proven track record of building, developing, and retaining high-performing teams.
• Experience leading teams responsible for customer retention, adoption, and customer outcomes.
• Strong understanding of SaaS business models and key metrics, including GRR, churn, forecasting, customer health, and product adoption.
• Experience coaching teams on executive engagement, account strategy, value realization, and risk management.
• Excellent communication, coaching, and leadership skills.