Job Description

Job Summary:

The Customer Success Team Manager operates at a strategic level, overseeing a team of CSMs and driving the execution of department-wide initiatives. The Team Manager develops and implements strategies to improve customer satisfaction, reduce churn, and identify opportunities for expansion.

Reporting to the Sr. Director of Customer Success, this position requires strong leadership, analytical skills, and a deep understanding of customer success best practices within the technology industry, while implementing effective processes.

This role involves managing CSMs that own high-value accounts and collaborating with cross-functional teams to align customer success strategies with broader business objectives. The Team Manager also plays a critical role in resource allocation and process innovation.

What You'll Do:

• Lead, mentor, and develop a small and diverse team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth.
• Support CSMs in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth.
• Develop and implement customer success strategies to improve satisfaction, retention, and expansion ( NRR ), leveraging data to identify opportunities for improvement.
• Analyze customer health trends and data to proactively mitigate churn risks and identify opportunities for product and service improvements.
• Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency.
• Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives.
• Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement.
• Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.
• Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.

We'd Like You To Have:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS environment.
• 2+ years of strong experience leading and managing a team of customer success professionals.
• Proven track record of driving customer retention, growth, and advocacy for end users.
• Strong understanding of the customer life cycle, and customer success principles, methodologies, and best practices.
• Excellent communication and interpersonal skills, both with external stakeholders and your direct reports.
• Experienced presentation skills, especially with data reporting internally and leading EBRs externally.
• Analytical and problem-solving skills, with the ability to interpret data and insights, and create active solutions accordingly.
• Proficiency in using customer success platforms and CRM systems .
• Ability to work effectively in a fast-paced, dynamic, and remote environment.

It Would Be Great If You Had:

• Experience with Gainsight , Planhat , and Hubspot .
• Familiarity with the Healthcare environment and a deeper understanding of the industry and population we are serving.
• Comfortability working with enterprise level accounts .
• Previous strategic experience in guiding teams and accounts simultaneously, and understanding the differences needed between the two.

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