Customer Success Manager

Posted Wednesday, January 28, 2026 at 6:00 AM

We are seeking a dynamic and experienced leader to manage our Account Management and Customer Success teams. This role is responsible for driving client satisfaction, retention, and growth by ensuring exceptional service delivery and strategic account management. The Manager will lead a team of professionals focused on building strong client relationships, maximizing value, and aligning customer success initiatives with company goals.

• Manage and mentor Account Managers and Customer Success Specialists.
• Foster a collaborative, high-performance culture focused on client outcomes.
• Set clear goals, provide regular feedback, and support professional growth.

• Oversee strategic account planning and execution to ensure client retention and expansion.
• Serve as an escalation point for complex client issues and ensure timely resolution.
• Participate in monthly business reviews for accounts (Internal & External)
• Partner with Sales and Product teams to align client needs with solutions.
• Build deep, trusted relationships with key stakeholders, from day‑to‑day contacts to executive sponsors.

• Develop and implement processes to improve efficiency and client experience.
• Monitor KPIs such as retention, NPS, and account growth; report on performance monthly to the Executive Leadership Teams
• Drive adoption of tools and best practices across both teams.

• Identify opportunities for upsell/cross-sell and collaborate with Sales to execute.
• Contribute to customer success strategy and roadmap to support company objectives.
• Advocate for client needs internally to influence product development and service enhancements.

• Partner with Support and Engineering on escalations, ensuring quick resolution and proactive prevention.
• Work with Product Management to relay customer insights and feature priorities.
• Coordinate with Marketing and Professional Services to curate the right resources at the right time, inline with market trends
• Understand customer KPIs, financial drivers, budget cycles, and strategic priorities.
• Articulate ROI and business value using data-driven insights.
• Partner with Sales to support renewals, expansions, and long-term account strategy.
• Develop and execute customer success plans focused on driving adoption, business outcomes, and long‑term value.
• Conduct regular business reviews (QBRs) to highlight progress, surface risks, and refine strategy.
• Guide customers through onboarding, change management, and solution expansion.

• Bachelor’s degree in Business, Marketing, or related field (MBA preferred).
• 5+ years of experience in Account Management, Customer Success, or related roles.
• 2+ years of leadership experience managing teams.
• Strong communication, negotiation, and relationship-building skills.
• Proven ability to analyze data, identify trends, and implement improvements.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Strategic thinker with a customer-first mindset.
• Strong relationship-building and stakeholder management
• Excellent leadership and coaching abilities.
• Ability to thrive in a fast-paced, evolving environment.
• Strong problem-solving and conflict resolution skills.

IL Comp Info: Pay range: $80,000 to $125,000.

ESG Statement: We strive to make our world better by utilizing ingenuity and technology to minimize our environmental impact, cultivating a business that recognizes the intrinsic value of diversity and inclusion, and requiring accountability, transparency and integrity in everything we do.