Manager, Customer Success - Upmarket

For our client, we are seeking a Manager, Customer Success - Upmarket to join the team of a leader in the Information Technology space. This role will lead a high-performing customer success function focused on upmarket accounts, with an emphasis on retention, value realization, and strategic account management. The manager will coach and develop a team of Customer Success Managers, strengthen renewal execution, and help shape a consistent customer experience across the portfolio. This position will also partner closely with cross-functional teams to improve customer health, operational discipline, and overall business outcomes. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $113,400 – $150,100 annually Responsibilities Lead and develop a team of 7-8 Customer Success Managers Drive customer retention and value realization across the portfolio Coach team members on strategic account management and renewal processes Establish operational excellence in success planning and customer engagement Collaborate with multiple departments to enhance customer experiences Qualifications 5+ years of people leadership experience in SaaS customer-facing teams 8+ years of Customer Success or related customer-facing roles Proven track record of developing and retaining high-performing teams Strong understanding of SaaS business metrics such as GRR and customer health Excellent communication and analytical skills Experience utilizing AI tools for productivity and insights Benefits Health insurance coverage with generous options Paid parental leave and generous paid time-off Quarterly self-care days and wellness education sessions Stock options available for employees Access to learning platforms and professional development resources Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.