Manager, Customer Success

Team Development & Coaching:

• Serve as the primary day-to-day mentor for newer CSMs, providing guidance on account strategy, difficult customer conversations, and renewal negotiations.
• Manage and mentor a team of up to 5 CSM direct reports, conducting regular 1:1s and structured coaching sessions.
• Identify skill gaps and work with the VP to design targeted development plans and training resources.

VP Support & Team Operations:

• Act as a strategic thought partner to the VP, translating team goals into executable plans and holding the team accountable to key metrics.
• Own the development and maintenance of core CS playbooks, including onboarding, EBR, renewal, risk, and expansion.
• Lead team meetings, deal reviews, and account health check-ins, and contribute to hiring by interviewing candidates.

Own Account Portfolio:

• Carry a focused portfolio of complex, strategically sensitive accounts, developing account plans, leading EBRs, and owning renewal and expansion outcomes.
• Serve as an escalation point for high-stakes customer situations, stabilizing relationships and developing resolution plans.
• Maintain accurate account data in HubSpot and CS tooling, and hold the team to the same standard.

Process & Playbook Development:

• Partner with the VP to identify gaps in CS operations and build systems, templates, and workflows that close them.
• Document and institutionalize best practices, evaluate CS tooling, and recommend improvements like health scoring models and automation.
• Collaborate with Sales, Implementation, Product, and Support to ensure cross-functional handoffs are well-defined and consistently executed.