Team Manager, Customer Success

About the Role:

As a Team Manager of Customer Success, you’ll lead and develop a team of Customer Success Managers focused on our Mid-Market and Enterprise customers. This is a people-first leadership role for someone who is passionate about coaching and developing talent, driving retention outcomes, and building the processes that set a team up for long-term success.

You’ll help shape the vision for your team, create scalable workflows, and partner closely with stakeholders across the business — all while maintaining a strong pulse on customer health and performance.

What you’ll do:

Lead, coach, and develop a team of Customer Success Managers — fostering a culture of growth, accountability, and customer obsession

Drive day-to-day execution to exceed retention and growth targets across your customer segment

Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and retention

Collaborate on account plans and reviews with Account Managers, Managing Directors, and Customer Success Managers to identify opportunities to increase customer value

Participate in and lead key items on weekly, monthly, and quarterly business reviews with cross-functional partners — highlighting risks, opportunities, and progress around key CS initiatives

Own the retention forecast for your customer segment, proactively identifying risks and reporting mitigation status to leadership

Collaborate with Customer Success leadership and teams to build, execute, and refine the Customer Success roadmap

Requirements:

5+ years of experience in CSM roles, including 2+ years at a Senior CSM or Principal level

At least 2 years of direct experience managing a high-touch CSM team

Experience working with Mid-Market and Enterprise customers, managing both executive and end-user relationships

Experience with CS tooling and a track record of successfully rolling out tools and processes to a team

Ability to prioritize and multitask with urgency, thoughtfulness, and poise under pressure — always keeping an eye on customer and business KPIs

Strong analytical capabilities — comfortable with data analysis, synthesis, and reporting to drive informed decisions

Proven track record owning and exceeding retention or growth targets

Technical aptitude with a working understanding of APIs and integrations — able to navigate technical conversations with customers and collaborate effectively with internal teams

Comfort leveraging AI tools to improve team workflows, enhance customer engagement, and drive operational efficiency

Some travel required for customer visits

Prior sales experience is a plus