A Customer Success Manager Leader plays a critical role in driving customer value at scale by leading a team of Customer Success Managers. This role is responsible for translating customer success strategy into execution, ensuring consistent adoption, retention, and expansion outcomes across the customer base. The CSM Manager partners closely with Sales, Product, and Support leadership to build a high-performing team, establish operating rhythms, and drive measurable business outcomes including renewals, adoption, and customer satisfaction.

Roles & Responsibilities

• Team Leadership & Coaching
• Customer Success Strategy & Execution
• Operational Excellence
• Customer Outcomes Ownership
• Cross-functional Collaboration
• Executive Engagement
• Change Leadership & Transformation

Desired Candidate Profile

• 10+ years of experience in customer success, account management, or related post-sales roles
• 3-5 years of people management experience leading customer-facing teams
• Proven ability to drive measurable outcomes (adoption, renewals, customer satisfaction)
• Strong leadership presence with the ability to influence cross-functional stakeholders
• Excellent communication skills with experience engaging executive audiences
• Data-driven mindset with experience leveraging dashboards, KPIs, and reporting
• Strong program management and operationalization capabilities
• Experience in SaaS, cloud, or enterprise technology environments
• CSM Manager Must-Have Capabilities: Strong coaching mindset and performance management skills, Ability to translate strategy into operating rhythms, KPIs, and playbooks, Executive communication and Sales partnership maturity, Change leadership experience (transitioning teams / new motions)