Manager, Customer Success
RemoteUnited States
Job Summary
Lead a North America-based team of Customer Success Managers and Architects focused on driving customer adoption, managing account health, and securing renewals. Coach team members through regular feedback and development conversations while partnering with the Director to define goals and align priorities. Manage resource assignments, staffing levels, and hiring activity to support team coverage, and develop senior-level relationships with customers to build trusted advisor partnerships. Collaborate with Sales, Product, Engineering, and Professional Services to create a consistent customer experience and coordinate clear responses during escalations. Improve team processes and tools tied to objectives and key results. Manage a distributed team across regions while collaborating asynchronously with stakeholders to help customers succeed at scale.
Required Qualifications
- Experience leading customer-facing teams in software, technology, consulting, sales, or customer success environments
- Ability to guide teams that drive software adoption and manage customer relationships across onboarding, adoption, business reviews, and renewals
- Knowledge of software development lifecycle practices, related tools, and agile or DevOps ways of working
- Familiarity with cloud or container technologies such as Kubernetes and Docker, application security concepts such as static application security testing (SAST) and dynamic application security testing (DAST), or cloud platforms such as Amazon Web Services (AWS), Google Cloud Platform (GCP), and Microsoft Azure
- Skill in translating strategy into clear initiatives, coordinating execution, and tracking delivery across competing priorities
- Capability to lead distributed teams across regions, cultures, and lines of business, while working effectively with senior executives and external stakeholders
- Willingness to travel occasionally for customer meetings and team events, as needed
Desired Qualifications
- Strength in communication, coaching, feedback, delegation, planning, and process improvement
- Warmth and care in your leadership approach—able to coach with empathy and build trust on a human level
- Interest in candidates with transferable experience who can connect technical concepts to business value and collaborate well across functions
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