Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead and develop a Customer Success team responsible for adoption, value realization, renewals, and expansion across an enterprise customer portfolio. You will set goals, coach team members, improve customer-success processes, forecast revenue risk and opportunity, and coordinate with Sales, Renewals, Support, Product, and Professional Services.
You will use customer health, usage, NPS/CSAT, support, and churn data to prioritize interventions and mitigate risk. You will ensure accurate success plans, reporting, and documentation while representing Customer Success in account escalations, executive reviews, and customer engagement activities.
Requirements
- Experience in Customer Success, Account Management, Consulting, or related customer-facing roles in B2B SaaS or enterprise software
- Experience leading and mentoring teams
- Experience managing a rolling churn forecast and providing weekly executive updates for an enterprise book of business
- Ability to lead through change and deliver business objectives
- Organizational and prioritization skills
- Ability to interpret health, usage, pipeline, and churn data and turn insights into action
- Experience working cross-functionally with Sales, Support, Product, and Professional Services
- Experience driving adoption and value realization for complex multi-stakeholder accounts
- Experience engaging executive stakeholders
- Written, verbal, and presentation communication skills
- Understanding of subscription and ARR business models, renewals, and expansion
- Experience in Private Equity or VC-owned businesses
Responsibilities
- Own renewal, churn, and expansion outcomes for the team's book of business
- Ensure Customer Success Managers maintain strategic success plans for priority accounts
- Deliver annual department KPI targets for assigned regions
- Identify at-risk customers and drive mitigation actions
- Use customer and product data to prioritize portfolio interventions
- Recruit, onboard, coach, and develop Customer Success professionals
- Set team goals and conduct regular one-to-ones, coaching, and performance reviews
- Implement and improve playbooks for adoption, value realization, and churn mitigation
- Drive effective use of Customer Success platforms, CRM, and support systems
- Own forecasting and reporting for renewals, risk, and expansion opportunities
- Maintain timely and accurate customer documentation
- Partner with Sales, Renewals, Support, Product, Services, and Marketing
- Represent Customer Success in escalations and incident reviews
Benefits
- Generous PTO and holiday schedule
- Parental leave
- Healthcare options
- Retirement programs
- Education reimbursement
- Commuter offset in specific locations
- Employee Resource Groups
- Company and team bonding events
- Global volunteering and community initiatives