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.