Manager – Customer Success

About This Opportunity

We are representing a confidential SaaS organization in their search for a Manager, Customer Success. This is a pivotal leadership role where your entire professional capacity is invested in one outcome: building, developing, and leading a high-performing Customer Success team that consistently delivers exceptional retention, expansion, and customer outcomes.

This is not a removed administrator role. You will be a hands-on people leader deeply connected to the day-to-day work of your team—present in account reviews, coaching conversations, renewal pipelines, and at-risk escalations. You'll understand the team's accounts well enough to guide strategy and spot risk early, while developing each CSM's capabilities in the context of real work as a leader and coach, not as an account owner.

Responsibilities

As Manager of Customer Success, you will:

• Own team-level GRR, NRR, and expansion targets with accountability for aggregate performance across all direct reports' portfolios
• Maintain real-time visibility of the team's renewal pipeline, at-risk accounts, and expansion opportunities through regular account reviews and reporting
• Identify commercial risk early across the team's portfolio and drive proactive mitigation before issues surface
• Ensure every CSM has documented account strategies, active success plans, and clear renewal and expansion plans for key accounts
• Serve as the executive escalation point for the most critical or complex account situations within the team's portfolio
• Own consistent application of CS playbooks, processes, and standards across the team, identifying gaps and driving improvement
• Manage a team of CSMs across levels with direct accountability for performance, development, and career progression
• Conduct regular structured 1:1s focused on both immediate performance and longer-term development
• Deliver honest, specific, and actionable performance feedback on a consistent cadence
• Develop and maintain individual development plans for each direct report aligned to career goals and team needs
• Identify high-potential team members and create stretch opportunities that accelerate their growth
• Address underperformance early with clear expectations, documented support plans, and consistent follow-through
• Contribute to hiring decisions, onboarding design, and ramp planning for new CS team members
• Build a team environment where feedback flows in both directions and CSMs feel safe to raise concerns and share ideas

What We're Looking For

Required Qualifications:

• 8–12 years of experience in Customer Success, Account Management, or Customer Growth in B2B SaaS
• Demonstrated track record of excellence as an individual contributor in CS with the commercial credibility needed to coach senior CSMs
• Prior people management experience with direct reports in a CS, account management, or related customer-facing function
• Proven ability to develop CS talent through identifying gaps, designing development plans, and delivering feedback that produces measurable improvement
• Strong commercial literacy with fluency in NRR, GRR, ARR, churn, and expansion mechanics
• Experience managing team performance—setting targets, reviewing pipelines, identifying risk, and driving accountability
• Demonstrated cross-functional influence working with Sales, Finance, Product, and Operations
• Strong operational instincts with ability to design and improve team processes, reporting cadences, and playbook execution standards
• Experience with CS and CRM platforms at both user and team-management level
• Exceptional communication skills with ability to give difficult feedback and navigate executive conversations

Preferred Qualifications:

• Experience in a CS Team Lead, pod lead, or senior advisor role before moving into direct management
• Background building or redesigning CS team structures, onboarding programs, or career frameworks
• Experience managing CSMs across multiple levels simultaneously
• Strong data fluency with experience designing team dashboards, renewal forecasts, and health scoring systems

How We Work With You

Our talent team at Get A Job.ai partners with exceptional organizations to connect them with outstanding candidates. When you apply through our platform, a dedicated recruiter will screen your background and qualifications. If there's a strong match, we'll submit your profile to our client for consideration and guide you through their interview process.

Please apply directly through Get A Job.ai. Do not contact the client organization directly, as all applications must come through our recruitment process.

Pay

Compensation details will be discussed with qualified candidates during the screening process.

Get A Job.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. All employment decisions are made without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.