Manager, Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Success based in the United States.

This is a high-impact leadership opportunity for an experienced Customer Success professional who enjoys building scalable post-sales strategies and developing high-performing teams.
You will lead a team of Customer Success Managers focused on strategic accounts, helping customers achieve measurable outcomes and long-term value.
The role combines people leadership, operational excellence, customer advocacy, and cross-functional collaboration across the organization.
You will create structure, improve processes, and establish success frameworks that strengthen customer relationships at scale.
Working in a remote and mission-driven environment, you will help organizations maximize the value of innovative data and technology solutions.
This position is ideal for a strategic, customer-focused leader who thrives in ambiguity and enjoys turning insights into action.

In this role, you will lead the execution of customer success strategies while empowering a team of Customer Success Managers to deliver exceptional customer outcomes. You will combine strategic thinking with hands‑on leadership to improve customer retention, expansion, and satisfaction while creating scalable processes that support long‑term growth.

• Lead, mentor, and coach a team of Customer Success Managers through structured development plans, regular feedback, and performance alignment.
• Establish clear goals, KPIs, and success metrics focused on customer health, retention, expansion, and strategic impact.
• Act as a trusted advisor and escalation point for key customer relationships, helping address complex challenges and evolving business needs.
• Partner closely with Sales, Product, Engineering, and Support teams to improve the customer experience and drive cross-functional initiatives.
• Design and refine customer success playbooks, engagement models, workflows, and reporting systems to improve scalability and consistency.
• Support high‑priority accounts while modeling best practices and enabling the team to operate independently.
• Identify opportunities for process improvement and leverage customer insights to continuously enhance the success strategy.
• Build and scale a strong customer success organization by supporting hiring, onboarding, and team development.

The ideal candidate brings strong customer success leadership experience, operational expertise, and a passion for developing teams in a technology‑focused environment. You are a strategic communicator who can balance customer advocacy, business priorities, and team performance while operating effectively in a remote and evolving organization.

• Significant experience in Customer Success, Account Management, or post‑sales leadership roles within the software industry.
• Proven experience managing enterprise customer portfolios and leading teams supporting technical customers.
• Demonstrated success developing and coaching high‑performing teams through a people‑first leadership approach.
• Strong operational skills with experience building playbooks, reporting structures, workflows, and scalable processes.
• Ability to prioritize effectively, identify business impact opportunities, and guide teams toward meaningful outcomes.
• Excellent communication and collaboration skills across departments and organizational levels.
• Experience managing customer escalations and building trusted executive‑level relationships.
• Comfortable working in a fast‑paced, remote environment with changing priorities and ambiguity.
• Ability to use AI tools effectively and contribute to AI‑driven process improvements.
• Familiarity with tools such as Salesforce, Gong, Confluence, Outreach, or similar platforms is a plus.
• Background in data science, analytics, open‑source communities, or experience with on‑premise and hybrid solutions is a plus.
• Experience working within a fully distributed team environment is preferred.

• Competitive compensation with a hiring range of $137,000 - $180,813 USD, including base salary and commission…