Team Manager, Customer Success

About the role

The Team Manager of High-Touch CS will lead and develop a team of Customer Success Managers focused on our Mid-Market and Enterprise customers. This is a people-first leadership role for someone who is passionate about coaching and developing talent, driving retention outcomes, and building the processes that set a team up for long-term success.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers — fostering a culture of growth, accountability, and customer obsession
• Drive day-to-day execution to exceed retention and growth targets across your customer segment
• Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and retention
• Collaborate on account plans and reviews with Account Managers, Managing Directors, and Customer Success Managers to identify opportunities to increase customer value
• Own the retention forecast for your customer segment, proactively identifying risks and reporting mitigation status to leadership
• Collaborate with Customer Success leadership and teams to build, execute, and refine the Customer Success roadmap

Requirements

• 5+ years of experience in CSM roles, including 2+ years at a Senior CSM or Principal level
• At least 2 years of direct experience managing a high-touch CSM team
• Experience working with Mid-Market and Enterprise customers, managing both executive and end-user relationships
• Experience with CS tooling and a track record of successfully rolling out tools and processes to a team
• Strong analytical capabilities — comfortable with data analysis, synthesis, and reporting to drive informed decisions
• Proven track record owning and exceeding retention or growth targets
• Technical aptitude with a working understanding of APIs and integrations — able to navigate technical conversations with customers and collaborate effectively with internal teams
• Comfort leveraging AI tools to improve team workflows, enhance customer engagement, and drive operational efficiency
• Prior travel required for customer visits
• Prior sales experience is a plus