Manager/Team Lead

Role Overview

Manage/Sr Manager is responsible for leading and scaling a team of Customer Success Managers (CSMs/advisors) who manage enterprise customer portfolios across onboarding, adoption, and lifecycle success. This role ensures consistent execution of outcome-based engagements, drives team capability uplift, and provides portfolio-level governance, while acting as the escalation point for complex customer situations.

Key Accountabilities

• Lead, coach, and manage a team of Customer Success Managers
• Own performance management, goal setting, feedback, and career development
• Oversee onboarding, adoption, and bi-annual or quarterly customer reviews
• Act as escalation owner for high-risk or complex customers
• Drive standardization, best practices, and scalable delivery models
• Promote data- and AI-driven decision-making

Eligibility & Experience

• Strong experience in Customer Success, Consulting, or Account Oversight roles
• Demonstrated people leadership and stakeholder management capability
• Comfort managing complex priorities and enterprise customers

Measures Of Success

• Team performance against customer health and adoption metrics
• Reduction in escalations and customer risk
• Capability uplift and readiness of team members
• Contribution to best practices and enablement assets

Location

Milford, OH

Pay

$60,000 - $90,000 per Year