Customer Success Team Manager

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 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.

Key Responsibilities include, but are not limited to:

1. Lead, mentor, and develop a team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth.

2. Support CSMs in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth.

3. Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement.

4. Analyze customer health trends and data to proactively mitigate churn risks and identify opportunities for product and service improvements.

5. Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency.

6. Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives.

7. Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement.

8. Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.

9. Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.