Manager, Customer Success

Lead a team of CSMs by setting clear goals and performance expectations aligned with Customer Success KPIs (e.g. retention, expansion, NPS). Monitor team performance and customer account health across the portfolio; step in on escalations and reallocate resources when needed. Provide regular coaching, feedback, and career development through one-on-ones, performance reviews, and growth planning. Drive consistency and quality in the execution of core CS processes (onboarding, QBRs, renewals), standardizing best practices across the team. Collaborate with cross-functional peers to resolve issues, improve the customer experience, and advocate for customer and team needs. Participate in hiring, onboarding, and scaling the team as the customer base grows.