Orchestrating billions of remarkable experiences in more than 100 countries – through cloud, digital and AI technology.
Manager, Customer Success
Location
United States
Posted
5 days ago
Salary
Not specified
Job Description
Role Description
As Manager of Customer Success, you’ll lead a team of Customer Success Managers (CSMs) responsible for driving customer adoption, value realization, retention, and growth across our Digital Accounts segment. This role is ideal for a strategic leader who thrives in a digital-first environment, combining automation, AI insights, and scalable success programs with human engagement where it matters most.
You’ll play a critical role in shaping the end-to-end customer journey, partnering closely with cross-functional teams to deliver measurable results and long-term customer loyalty.
Qualifications
- Previous experience in leading and managing teams tracking outcomes.
- Previous Customer Success Management experience.
- Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.
- University degree in business management or related field required.
- Ability to thrive in dynamic environments.
- Proven track record of managing renewals.
Requirements
-
Team Leadership & Development
- Lead and mentor a team of CSMs, providing coaching and prioritization for customers.
- Set clear goals and expectations aligned to measurable business outcomes, including adoption, value realization, retention, and expansion.
- Conduct regular talent reviews and support career development initiatives.
- Foster a collaborative, outcome-oriented culture emphasizing customer empathy, strategic thinking, and proactive problem-solving.
- Standardize and scale customer success practices and motions across the portfolio.
-
Portfolio Management & Customer Orchestration
- Drive customer success strategy, empowering CSMs to orchestrate end-to-end journeys.
- Coach team to identify opportunities for product adoption and expansion.
- Proactively monitor customer health and risk, adoption trends, and expansion opportunities using CS tools (e.g., Gainsight, Tableau, Salesforce), aligning team resources to execute associated CS motions to mitigate risk and maximize outcomes.
-
Collaboration with Key Stakeholders
- Build strong partnerships with other team leaders to ensure seamless customer experiences.
- Collaborate with Renewals team to drive strong forecasting and retention rates.
- Collaborate with account teams – including sales and partner teams to drive adoption, value realization, and expansion.
-
Core Competencies
- Portfolio Management: Leverage data and insights to proactively uncover adoption and expansion opportunities.
- Problem-Solving and Analysis: Critical for assessing issues, identifying root causes, and developing solutions. Assess escalations and mitigate risks collaboratively to execute corrective action plans. Analytical mindset with experience leveraging customer data and insights to proactively address challenges and improve adoption.
- Strong Communication and Interpersonal Skills: Communicate with clarity, empathy, and purpose essential for effectively interacting with diverse stakeholders.
- Stakeholder Collaboration: Experience in aligning multiple parties toward common goals driving outcomes and customer value. Skill in developing strong partnerships with customers and internal teams.
- Strategic Thinking: Ability to understand business challenges and prioritize time and activity to drive toward CS goals.
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage.
- Flexible work schedules and work from home opportunities.
- Development and career growth opportunities.
- Open Time Off in addition to 10 paid holidays.
- 401(k) matching program.
- Adoption Assistance.
- Fertility treatments.
Job Requirements
- Previous experience in leading and managing teams tracking outcomes.
- Previous Customer Success Management experience.
- Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.
- University degree in business management or related field required.
- Ability to thrive in dynamic environments.
- Proven track record of managing renewals.
- Team Leadership & Development Lead and mentor a team of CSMs, providing coaching and prioritization for customers. Set clear goals and expectations aligned to measurable business outcomes, including adoption, value realization, retention, and expansion. Conduct regular talent reviews and support career development initiatives. Foster a collaborative, outcome-oriented culture emphasizing customer empathy, strategic thinking, and proactive problem-solving. Standardize and scale customer success practices and motions across the portfolio.
- Lead and mentor a team of CSMs, providing coaching and prioritization for customers.
- Set clear goals and expectations aligned to measurable business outcomes, including adoption, value realization, retention, and expansion.
- Conduct regular talent reviews and support career development initiatives.
- Foster a collaborative, outcome-oriented culture emphasizing customer empathy, strategic thinking, and proactive problem-solving.
- Standardize and scale customer success practices and motions across the portfolio.
- Portfolio Management & Customer Orchestration Drive customer success strategy, empowering CSMs to orchestrate end-to-end journeys. Coach team to identify opportunities for product adoption and expansion. Proactively monitor customer health and risk, adoption trends, and expansion opportunities using CS tools (e.g., Gainsight, Tableau, Salesforce), aligning team resources to execute associated CS motions to mitigate risk and maximize outcomes.
- Drive customer success strategy, empowering CSMs to orchestrate end-to-end journeys.
- Coach team to identify opportunities for product adoption and expansion.
- Proactively monitor customer health and risk, adoption trends, and expansion opportunities using CS tools (e.g., Gainsight, Tableau, Salesforce), aligning team resources to execute associated CS motions to mitigate risk and maximize outcomes.
- Collaboration with Key Stakeholders Build strong partnerships with other team leaders to ensure seamless customer experiences. Collaborate with Renewals team to drive strong forecasting and retention rates. Collaborate with account teams – including sales and partner teams to drive adoption, value realization, and expansion.
- Build strong partnerships with other team leaders to ensure seamless customer experiences.
- Collaborate with Renewals team to drive strong forecasting and retention rates.
- Collaborate with account teams – including sales and partner teams to drive adoption, value realization, and expansion.
- Core Competencies Portfolio Management: Leverage data and insights to proactively uncover adoption and expansion opportunities. Problem-Solving and Analysis: Critical for assessing issues, identifying root causes, and developing solutions. Assess escalations and mitigate risks collaboratively to execute corrective action plans. Analytical mindset with experience leveraging customer data and insights to proactively address challenges and improve adoption. Strong Communication and Interpersonal Skills: Communicate with clarity, empathy, and purpose essential for effectively interacting with diverse stakeholders. Stakeholder Collaboration: Experience in aligning multiple parties toward common goals driving outcomes and customer value. Skill in developing strong partnerships with customers and internal teams. Strategic Thinking: Ability to understand business challenges and prioritize time and activity to drive toward CS goals.
- Portfolio Management: Leverage data and insights to proactively uncover adoption and expansion opportunities.
- Problem-Solving and Analysis: Critical for assessing issues, identifying root causes, and developing solutions. Assess escalations and mitigate risks collaboratively to execute corrective action plans. Analytical mindset with experience leveraging customer data and insights to proactively address challenges and improve adoption.
- Strong Communication and Interpersonal Skills: Communicate with clarity, empathy, and purpose essential for effectively interacting with diverse stakeholders.
- Stakeholder Collaboration: Experience in aligning multiple parties toward common goals driving outcomes and customer value. Skill in developing strong partnerships with customers and internal teams.
- Strategic Thinking: Ability to understand business challenges and prioritize time and activity to drive toward CS goals.
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage.
- Flexible work schedules and work from home opportunities.
- Development and career growth opportunities.
- Open Time Off in addition to 10 paid holidays.
- 401(k) matching program.
- Adoption Assistance.
- Fertility treatments.
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