Manager, Customer Success - Upmarket

Manager, Customer Success - Upmarket

Lead and develop a team of Customer Success Managers responsible for upmarket customers with annual contract values ranging from $100K to $500K. Drive customer retention, adoption, and value realization while ensuring operational excellence and cross-functional collaboration.

Responsibilities

• Lead, coach, and develop a team of 7-8 Customer Success Managers.
• Drive strong Gross Revenue Retention (GRR), customer adoption, and satisfaction across the portfolio.
• Partner with Sales, Product, and other departments to ensure customer success and growth.
• Own portfolio forecasting, customer health reviews, and risk management practices.

Requirements

• 5+ years of people leadership experience in a SaaS organization.
• 8+ years of experience in Customer Success, Account Management, or related roles.
• Proven track record of building and retaining high-performing teams.
• Strong understanding of SaaS business models and key metrics.
• Excellent communication, coaching, and leadership skills.
• Experience with AI-powered tools and data-driven decision-making.

How to Apply