Regional Manager, Customer Success (Americas)
$90,000–$105,000 year
Remote · United States
Job Summary
Lead the regional Customer Success team for the Americas, owning people management, performance, and customer outcomes. Directly manage 5 Americas-based CSMs, oversee major accounts, and drive regional retention and adoption strategies. Own regional CS rhythm, coordinate with Sales, Support, and Product, ensure health metrics and Success Plans are executed, and contribute to strategic planning and budgeting. Maintain Salesforce records, participate in QBRs and PKRs, and influence tooling improvements to scale CS operations.
Required Qualifications
- 5+ years of Customer Success or Account Management experience, ideally in SaaS or a technical environment
- 2+ years directly managing CSMs or a customer-facing team, with full performance management responsibility
- Proven track record owning regional or team-level retention and NRR outcomes
- Strong executive communication skills, comfortable representing at VP-level in customer conversations
- Proficiency with Salesforce or equivalent CRM; experience with CS platforms (Gainsight preferred)
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