Manager, Customer Success

Responsibilities

• 1. Customer Outcomes & Revenue
• Own renewal, churn, and expansion outcomes for the team’s book of business, in partnership with Sales and Renewals.
• Ensure CSMs build and maintain strategic success plans for priority accounts, with clear business outcomes, owners, and timelines.
• Oversee delivery of the annual department KPIs targets for the assigned regions under management.
• Proactively identify at‐risk customers, ensure CSMs build and deliver save plans, and drive cross‐functional mitigation actions.
• Use data (segmentation, health scores, product usage, NPS/CSAT, support signals) to prioritize focus and interventions across the portfolio.
• 2. Team Leadership & People Management
• Recruit, onboard, and develop a high‐performing Customer Success team aligned to company values.
• Set clear goals and expectations (KPIs, behaviours), and run a consistent rhythm of 1:1s, coaching, and performance reviews.
• Build strong career development plans for each team member, including skills, certifications, and stretch assignments.

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