Manager, Customer Success

About the Opportunity:

The organization is seeking a Customer Success Manager leader to build and inspire a team of high-performing Customer Success Managers. This leader will design and implement scalable systems and processes to enhance customer outcomes, working closely with cross-functional teams to drive engagement, retention, and expansion across a growing customer base. The role is focused on building, coaching, and operational excellence, not maintenance, within a high-growth SaaS environment.

Responsibilities:

• Lead, coach, and develop a team of 8-10 mid-market Customer Success Managers.

• Reinforce a culture of growth, accountability, and excellence.

• Advise on account strategies to drive customer health and maximize NRR outcomes.

• Develop scalable playbooks and templates for onboarding, adoption, renewals, and expansion.

• Serve as a point of escalation for customer challenges, resolving issues with empathy and urgency.

• Use data to inform performance management, identify trends, and drive continuous improvement.

• Collaborate with Sales, Product, Marketing, and Support to improve the end-to-end customer journey.

• Support team growth through interviewing and onboarding new team members.

Requirements:

• 2+ years managing a Customer Success team in a fast-paced SaaS environment, ideally product-led growth.

• Experience coaching and developing talent.

• Ability to provide strategic recommendations for customer adoption and retention.

• Experience handling escalated customer situations and building trust.

• Strong communication skills with the ability to inspire, challenge, and motivate a team.

• Data-driven approach to forecasting renewals and improving processes.

• Collaborative approach to building trust across teams and departments.

• Comfort with ambiguity and building processes from scratch.

• Permanent residency in the United States is required.

Compensation:

• $135,000 - $190,000 (80/20 split) + Equity + Benefits

Benefits & Perks:

• Equity in the organization.

• Health, dental, and vision insurance for employees and dependents.

• Flexible paid time off and company holidays.

• 401(k) retirement plan.

• Paid parental leave.

• Daily catered lunches for SF-based employees.

• Commuter benefits for office-based team members.

• Home office stipend for remote and hybrid employees.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.