Summary The Manager, Customer Success is responsible for driving revenue retention, customer lifetime value, and scalable customer experience execution by leading a team of Customer Success Managers. This role ensures consistent adoption of the Customer Success model to improve product utilization, reduce churn, and accelerate renewals and expansion opportunities. As a player-coach, the Manager leads team performance while directly engaging in complex customer scenarios, and partners cross-functionally to remove friction across the customer lifecycle and improve operational efficiency. Core Accountabilities 1. Revenue Retention & Growth • Own team performance against renewal rate, churn reduction, and expansion targets • Drive proactive account engagement to increase product adoption and customer value realization • Lead strategy for at-risk accounts and escalations to protect revenue 2. Team Performance & Development • Build and coach a high-performing team aligned to customer outcomes and commercial objectives • Establish clear expectations, accountability, and development plans for each team member • Improve time to productivity through structured onboarding and continuous coaching 3. Operational Excellence & Scalability • Enforce standard work and CRM discipline to improve execution consistency and forecasting accuracy • Drive continuous improvement initiatives to enhance productivity and cost-to-serve • Scale repeatable processes to support growth without proportional headcount increases 4. Customer Experience & Cross-Functional Alignment • Partner with Sales, Support, Product, and Operations to improve end-to-end customer experience • Reduce handoff friction and improve alignment across the commercial lifecycle • Ensure consistent delivery of customer-centric, outcomes-based engagement 5. Data-Driven Performance Management • Leverage reporting and dashboards to drive visibility, prioritization, and decision-making • Translate insights into coaching actions, process improvements, and revenue protection strategies • Improve system adoption to enable automation, insight generation, and scalability Qualifications Required • Bachelor’s degree or equivalent professional experience • Minimum of 5 years of experience in Customer Success, Account Management, or a related customer‑facing role • Minimum of 5 years of experience in people management or team leadership experience • Demonstrated ability to lead change, coach performance, and drive accountability • Strong written, verbal, and interpersonal communication skills • Experience working with CRM platforms such as Salesforce Preferred • Experience in SaaS, technology, or industrial environments • Familiarity with customer health metrics, renewal forecasting, and churn‑reduction strategies • Experience applying Lean, Kaizen, or continuous improvement methodologies Success Measures • Customer retention and renewal performance • Team productivity, engagement, and ramp effectiveness • Forecast accuracy and proactive risk mitigation • Adoption of standard work, CRM discipline, and operating cadence • Continuous improvement and scalability of Customer Success operations