We are looking for an experienced Customer Success Manager to lead and grow our Customer Success function in a fast-growing SaaS business. In this role, you will lead the Customer Success team and be responsible for building a scalable, data-driven customer success strategy across a diverse customer base.

What You’ll Do

• Lead, coach, and develop the Customer Success team.
• Define and implement the overall Customer Success strategy, processes, and operating model.
• Build a scalable approach to managing a diverse customer base and different customer segments.
• Establish clear customer lifecycle processes, from onboarding and adoption to retention and expansion.
• Develop customer segmentation and appropriate engagement strategies for different customer groups.
• Establish and monitor Customer Health Scores and identify early signs of churn or customer dissatisfaction.
• Define, track, and improve key Customer Success metrics and KPIs.
• Analyze customer data to identify trends, risks, opportunities, and areas for improvement.
• Build proactive strategies to improve customer retention, product adoption, engagement, and satisfaction.
• Identify opportunities for upselling, cross-selling, and account expansion in collaboration with Sales.
• Establish structured processes for customer feedback and ensure insights are effectively communicated to Product and other relevant teams.
• Develop playbooks, SOPs, and scalable processes for the Customer Success team.
• Create regular performance reports and dashboards for Customer Success.
• Forecast and manage customer retention and churn risks.
• Work closely with Product, Sales, and Marketing to improve the overall customer journey.
• Drive a culture of ownership, accountability, continuous improvement, and customer-centricity within the team.

What We’re Looking For

• 4+ years of experience in Customer Success, Account Management, Client Success, or a related field.
• Previous experience managing and developing a Customer Success team.
• Experience in a SaaS, technology, startup, or subscription-based business.
• Strong understanding of the SaaS customer lifecycle and customer success principles.
• Experience working with a diverse portfolio of customers.
• Strong analytical and data-driven decision-making skills.
• Experience defining and managing Customer Success KPIs and dashboards.
• Strong understanding of churn, retention, customer health, adoption, and expansion metrics.
• Excellent leadership, coaching, and people management skills.
• Strong communication, negotiation, and stakeholder management skills.
• Ability to identify customer risks before they become problems and build proactive action plans.
• Strong problem-solving and strategic thinking abilities.
• Ability to build processes and systems while remaining close to customers and their needs.
• Strong ownership and accountability in a fast-paced environment.

It’s a Plus If You Have

• Experience managing B2B SaaS customers.
• Experience with Customer Success platforms, CRM systems, or customer analytics tools.
• Experience designing Customer Health Score models.
• Experience implementing customer segmentation and tiered service models.
• Experience building Customer Success dashboards in tools such as Power BI, Looker Studio, Tableau, or similar platforms.
• Experience with renewal forecasting and revenue retention management.
• Experience working closely with Product teams and translating customer feedback into product insights.
• Familiarity with Customer Success Operations (CS Ops) and automation.
• Experience managing enterprise or high-value accounts.

What Success Looks Like
In this role, success means building a Customer Success function that is proactive, scalable, measurable, and customer-centric.