Manager, Customer Success – Upmarket

About This Opportunity

We are representing a fast-growing B2B SaaS organization seeking a Manager, Customer Success - Upmarket to lead a high-performing team. This is a remote opportunity based in the USA.

In this role, you will manage approximately 7-8 Customer Success Managers who together support a portfolio of upmarket customers representing $15M-$20M in ARR. Your customers will have annual contract values ranging from $100K to $500K, and you'll be responsible for driving retention, adoption, value realization, and operational excellence across this portfolio.

This position requires a strong people leader who can balance business performance, talent development, and customer outcomes while working cross-functionally with Sales, Product, Professional Services, Support, and Revenue Operations teams.

Responsibilities

• Lead, coach, and develop a team of 7-8 Customer Success Managers supporting upmarket customers
• Drive strong Gross Revenue Retention (GRR), customer adoption, satisfaction, and value realization across a $15M-$20M ARR portfolio
• Conduct regular coaching sessions, performance reviews, and career development conversations to build a high-performing team
• Coach team members on account strategy, executive stakeholder engagement, success planning, renewal strategy, and risk mitigation
• Own portfolio forecasting processes, renewal inspections, customer health reviews, and risk management practices
• Ensure consistent execution of success plans, Executive Business Reviews (EBRs), and customer engagement standards
• Use data and analytics to identify trends, improve performance, and drive informed decision-making
• Partner with Sales leadership on customer health, growth opportunities, and strategic account planning
• Collaborate across Product, Professional Services, Support, Marketing, and RevOps to deliver exceptional customer experiences
• Champion initiatives that improve efficiency, scalability, forecast accuracy, and customer outcomes
• Recruit, onboard, and develop Customer Success talent while supporting succession planning
• Act as a voice of the customer and advocate for customer needs across the organization

What We're Looking For

Required Qualifications:

• 5+ years of people leadership experience leading customer-facing teams within a SaaS organization
• 8+ years of experience in Customer Success, Account Management, Professional Services, Consulting, or other customer-facing roles
• Proven track record of building, developing, and retaining high-performing teams
• Experience leading teams responsible for customer retention, adoption, and customer outcomes
• Strong understanding of SaaS business models and key metrics including GRR, churn, forecasting, customer health, and product adoption
• Experience coaching teams on executive engagement, account strategy, value realization, and risk management
• Excellent communication, coaching, and leadership skills
• Demonstrated ability to drive operational rigor and accountability through data-driven management practices
• Strong analytical and problem-solving skills with the ability to translate data into action
• Comfortable leveraging AI-powered tools and workflows to improve team productivity and operational scale
• Ability to thrive in a fast-paced, high-growth environment
• Ability to travel up to 25% for customer meetings, team events, and company programs

Preferred Qualifications:

• Experience leading Customer Success teams supporting enterprise or upmarket SaaS customers
• Experience managing teams responsible for portfolios between $15M and $20M in ARR
• Experience within MarTech, SalesTech, Revenue Technology, or related B2B SaaS industries
• Familiarity with Salesforce, Gainsight, Clari, Gong, and other customer success technologies
• Experience helping scale Customer Success organizations, teams, and operating models

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening. If there's a strong match, we'll submit your candidacy to our client for consideration. Throughout the process, we'll serve as your advocate and main point of contact. Please do not contact the client directly, as all communication should flow through Get A Job.ai to ensure the best experience for everyone involved.

Pay

Pay information was not provided for this role. Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to creating a diverse and inclusive environment. We provide equal employment opportunities to all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristics.