Manager, Customer Success - Enterprise

Role OverviewThe 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. Key ResponsibilitiesLead, 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. Required Qualifications5+ 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.Demonstrated ability to drive operational rigor and accountability through data-driven management practices.Strong analytical and problem-solving skills with the ability to translate data into action.Comfortable leveraging AI-powered tools and workflows to improve team productivity, customer insights, coaching effectiveness, and operational scale.Ability to thrive in a fast-paced, high-growth environment.Ability to travel up to 25% for customer meetings, team events, and company programs. Preferred QualificationsExperience leading Customer Success teams supporting enterprise or upmarket SaaS customers.Experience managing teams responsible for portfolios between $15M and $20M in ARR.Experience within MarTech, AdTech, SalesTech, Revenue Technology, or related B2B SaaS industries.Familiarity with Salesforce, Gainsight, Clari, Gong, and other customer success technologies.Experience helping scale Customer Success organizations, teams, and operating models. Compensation and BenefitsBase Salary Range: $113,400 - $150,100 per year. Actual salaries may vary based on factors including work location and experience.Additional Compensation: Eligibility for an incentive bonus program or commission plan, and stock options subject to board approval.Benefits: Comprehensive health coverage, life and disability insurance, a 401(k) retirement plan with employer matching, paid time off, paid holidays, paid parental leave, and professional development support. Equal Opportunity EmployerThe organization is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Reasonable accommodations are available for applicants participating in any stage of the application and interview process.