Description

You will lead and scale a one-to-many Customer Success motion for long-tail customers, managing your own portfolio while coaching a team. Your role involves ensuring customers stay engaged, driving renewal outcomes, and using data to inform strategy, acting as a key connector between front-line execution and leadership.

Requirements

• 7+ years experience in Customer Success, Account Management, or related SaaS role
• Prior leadership or team-lead experience preferred
• Proven experience supporting renewals and commercial workflows in a subscription business
• Ability to balance internal leadership with external customer needs in a fast-moving environment

Responsibilities

• Lead, coach, and support a team using AI-assisted insights to ensure consistent execution
• Manage own customer portfolio modeling best practices for engagement and renewal readiness
• Use data-driven program management to track KPIs and provide actionable insights
• Serve as senior escalation point for internal teams across Support, Solutions, and Product
• Partner with Global Customer Success Leadership on hiring, training, and performance evaluations