Lead – Customer Success Management (CSM)

Role Overview

Lead a team of Customer Success Managers responsible for driving product adoption, customer engagement, retention, and measurable value across a shared portfolio of smaller customers. The role combines people leadership, customer success strategy, operational excellence, and hands-on execution.

What You Will Do

Monitor portfolio health and performance, ensure the team delivers a high-quality customer experience while operating efficiently at scale, and act as an escalation point for complex customer situations.

Why It Might Be a Fit

The ideal candidate is a customer-focused leader who combines strong analytical and problem-solving skills with the ability to coach others, manage competing priorities, and drive results in a fast-paced, globally distributed SaaS environment.

Requirements

• Five or more years of experience in a leadership role
• Experience managing customer portfolios and driving adoption, retention, customer satisfaction, and measurable business outcomes
• Strong understanding of customer success methodologies, customer lifecycle management, account health monitoring, risk identification, and retention strategies
• Demonstrated ability to lead a team, set expectations, provide constructive feedback, and drive accountability against performance goals
• Strong analytical skills, including the ability to interpret customer and operational data, identify trends and anomalies, build meaningful reports or visualizations, and translate insights into actionable recommendations

Benefits

• Medical, dental, vision, life, and LTD insurance
• HSA
• 401(k) retirement plan