Manager, Customer Success — Upmarket

About the role

As a Manager, Customer Success, 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 and representing approximately $15M-$20M in ARR. You will be responsible for driving customer retention, adoption, customer value realization, and operational excellence across your team’s portfolio while developing and coaching a high-performing team of Customer Success Managers. This role requires a strong people leader who can balance business performance, talent development, forecasting discipline, and customer outcomes.

Responsibilities

• Lead and develop a high-performing team: lead, coach, and develop a team of approximately 7-8 Customer Success Managers supporting Upmarket customers; create 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; recruit, onboard, and develop Customer Success talent while supporting succession planning; inspire and motivate a team that consistently delivers exceptional customer experiences and business results.
• Drive Customer Success Outcomes: lead a team responsible for customers with annual contract values between $100K and $500K and a combined portfolio of approximately $15M-$20M in ARR; drive strong Gross Revenue Retention (GRR), customer adoption, customer satisfaction, and value realization; coach CSMs on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery; ensure CSMs proactively identify customer risks and execute strategies to improve retention outcomes; partner with Sales leadership to align on customer health, growth opportunities, and strategic account planning; drive a high level of customer engagement and executive alignment across key accounts.
• Drive Operational Excellence: 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 identify trends, improve performance, and drive informed decision-making; drive adoption of Customer Success processes, tools, and best practices across the team; champion initiatives that improve efficiency, scalability, forecast accuracy, and customer outcomes.
• Partner Across the Business: collaborate closely with Sales, Product, Professional Services, Support, Marketing, and RevOps to deliver a world-class customer experience; act as a voice of the customer and advocate for customer needs across the organization; support strategic initiatives focused on customer retention, product adoption, operational scale, and customer value realization; help shape the future of Customer Success programs, processes, and operating models as the business continues to grow.

Requirements

• 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.
• 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 2