Manager, Customer Success Management

About the role

For our client, we are seeking a Manager, Customer Success Management to join the team of a leader in the Information Technology space. This role will guide a scaled customer success function focused on retention, renewal execution, and consistent customer engagement across a pooled coverage model. The manager will partner closely with Sales and Renewals leadership to ensure portfolio health, improve operating discipline, and drive strong customer outcomes. This is a hands-on leadership opportunity to coach a team, standardize best practices, and turn customer signals into action. Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Lead, coach, and develop a team of 4 to 7 pooled CSMs
• Manage workload distribution and ensure no customer segment goes unattended
• Conduct regular portfolio and performance reviews
• Coach CSMs on efficient customer interactions
• Build a culture of accountability and continuous improvement
• Operationalize the Customer Value Framework through standardized plays
• Own retention performance and partner with Renewals and Sales leadership

Qualifications

• 5+ years of experience in B2B SaaS, including 3+ years in Customer Success or account management
• 2+ years managing or leading CSM teams
• Experience operating a pooled, shared, or scaled coverage model
• Strong understanding of renewal strategy and retention management
• Proven ability to design and improve repeatable plays and operating standards
• Strong analytical mindset to translate portfolio signals into action
• Leadership style grounded in transparency and high standards

Pay

Compensation: $125,000 – $155,000 annually

Benefits

• Comprehensive medical, dental, and vision insurance
• Tax-advantaged accounts (HSA, FSA)
• Annual Lifestyle Spending Account (LSA)
• 401(k) with company matching
• Paid parental leave
• Vacation, personal, and wellness days
• Annual learning and development budget