Manager of Customer Success
Job in
Chicago, Cook County, Illinois, 60290, USA
Listed on 2026-06-18
Listing for:
AccuLynx
Full Time
position Listed on 2026-06-18
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, CRM System, Account Manager, Client Relationship Manager
Job Description & How to Apply Below
We are seeking a strategic and hands‑on Manager of Customer Success to lead and scale
our Customer Success team within a fast‑growing SaaS organization. This leader will drive
retention, expansion, customer satisfaction, and operational excellence while building a
high‑performing, metrics‑driven team.
The ideal candidate is both a player and a coach — comfortable building process, managing
KPIs, developing talent, and stepping in with customers when needed.
Key Responsibilities- Lead, mentor, and develop a team of Customer Success Managers (CSMs)
- Establish clear performance expectations aligned to retention and growth goals
- Conduct regular 1:1s, coaching sessions, and performance reviews
- Oversee customers post onboarding focusing on adoption and expansion
- Ensure customers realize measurable value from our SaaS platform
- Monitor health scores and proactively reduce churn risk
- Develop structured playbooks for high‑and low‑touch engagement models
- Own revenue retention metrics
- Partner with Sales on expansion strategy
- Identify upsell opportunities within the customer base
- Build and refine scalable customer success processes
- Leverage CRM and CS tools to track KPIs and optimize workflows
- Analyze data trends to drive improvements in adoption and retention
- Act as the voice of the customer internally
- Partner with Product to influence roadmap decisions
- Collaborate with Support and Training teams to improve customer experience
- Escalate and coordinate resolution of high‑priority customer issues
- 5+ years of experience in Customer Success focusing on small/medium size
- 2+ years of people management experience
- Strong understanding of SaaS and SaaS metrics (MRR, Churn, CAC)
- Experience with CRM and Customer Success platforms (e.g., Salesforce, Churn Zero, Hub Spot)
- Data‑driven decision maker with strong analytical skills
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