Customer Success Team Manager

Job Description: Customer Success Team Manager 

 

Position: Customer Success Team Manager

Location: [Location or Remote]

Type: Full-Time

 

About the Company:

We are a fast-growing B2B SaaS company that provides innovative solutions to help businesses achieve operational excellence and scale effectively. Our commitment to customer satisfaction and success is central to our growth strategy. We are seeking a motivated and experienced Customer Success Team Manager to lead our Customer Success team, ensuring that our clients achieve maximum value from our solutions and maintain long-term, successful relationships with our company.

 

Job Summary:

The Customer Success Team Manager will lead and manage a team of Customer Success Managers (CSMs), ensuring they provide top-tier support and strategic guidance to customers. You will focus on driving customer satisfaction, retention, and growth, while continuously improving processes and strategies to optimize customer experiences. This role involves close collaboration with sales, product, and leadership teams to ensure alignment on customer needs, expectations, and outcomes.

 

Key Responsibilities:

• Team Leadership & Management: Lead, manage, and coach the Customer Success team, ensuring they deliver exceptional customer experiences, provide strategic guidance, and meet key performance metrics.

• Customer Success Strategy: Develop and implement strategies to enhance customer onboarding, engagement, and retention, focusing on helping customers achieve their goals using our SaaS solutions.

• Performance Monitoring: Track team performance against KPIs, including customer satisfaction, churn rate, net retention, and upsell/cross-sell opportunities. Provide regular feedback and coaching to team members to ensure continuous improvement.

• Customer Relationship Management: Work closely with the CSMs to foster long-term, value-driven relationships with customers, acting as an escalation point for customer issues when necessary.

• Retention & Expansion: Collaborate with the CSMs to develop and execute customer retention strategies and identify opportunities for account expansion, such as upsells, cross-sells, or renewals.

• Cross-functional Collaboration: Partner with sales, marketing, and product teams to ensure alignment on customer needs, feedback, and feature requests. Help shape the product roadmap by communicating customer insights.

• Process Optimization: Continuously improve and refine customer success processes, from onboarding to renewal, to ensure an efficient and scalable approach to customer management.

• Customer Advocacy: Promote a customer-centric culture within the company, acting as the voice of the customer to ensure their needs are being prioritized across the business.

• Reporting & Insights: Provide regular reports on team performance, customer health, and retention forecasts to senior leadership. Use data insights to recommend improvements to customer success strategies.

• Hiring & Onboarding: Support recruitment efforts for new Customer Success team members, and manage their onboarding and training to ensure they are set up for success.

 

Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent experience).

• 3-5 years of experience in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS company, with at least 1-2 years in a leadership or managerial capacity.

• Proven track record of managing customer relationships, driving customer retention, and achieving growth metrics such as upsell and cross-sell.

• Strong understanding of customer success processes, SaaS onboarding, and product adoption strategies.

• Excellent leadership, coaching, and mentoring skills with the ability to inspire and motivate a team.

• Data-driven mindset, with experience using CRM and customer success platforms (e.g., Gainsight, ChurnZero, Salesforce).

• Strong problem-solving skills and the ability to navigate complex customer situations.

• Exceptional communication and interpersonal skills, with the ability to engage and influence senior stakeholders, both internally and externally.

 

Preferred Skills:

 

• Experience managing customer relationships with enterprise or mid-market clients.

• Knowledge of best practices in SaaS renewals, expansion strategies, and customer lifecycle management.

• Familiarity with customer success metrics like NPS, CSAT, and CLTV, and how they impact business growth.

 

Compensation & Benefits:

• Competitive base salary + performance-based bonuses.

• Health, dental, and vision insurance.

• 401(k) or equivalent retirement plan.

• Paid time off and company holidays.

• Opportunities for professional development and career advancement.

• Flexible working environment (remote options available).

 

How to Apply:

Please submit your resume and a cover letter to [Email Address]. In your cover letter, detail your experience managing Customer Success teams and your approach to driving customer retention and satisfaction in a SaaS environment.