Description

Lead and develop a high-performing team of Customer Success Managers to drive customer retention and expansion within an assigned portfolio, while collaborating cross-functionally to deliver exceptional customer experiences and contribute to company growth.

Requirements

• 6+ years experience in SaaS Customer Success Management
• 4+ years of management experience leading Customer Success teams
• Proven track record driving GRR and NRR outcomes across a customer portfolio
• Experience implementing customer engagement models and CSM playbooks that deliver results
• Ability to use data to track performance, identify trends, and make continuous improvements

Responsibilities

• Lead, coach, and hold a team of CSMs accountable to performance expectations
• Drive customer retention by monitoring churn signals and implementing proactive engagement strategies
• Execute expansion strategies with go-to-market teams to contribute to NRR targets
• Build and optimize repeatable CSM playbooks based on customer journey and segment data
• Represent the voice of the customer by collaborating cross-functionally with Sales, Product, and Support