The Role

Key Responsibilities

Team Leadership & Development

• Hire, lead, coach, and develop a high-performing team of Customer Success Managers
• Establish clear performance metrics (both leading and lagging indicators) and career development paths
• Conduct regular 1:1s, team meetings, and performance reviews
• Identify skill gaps and implement training programs to enhance team capabilities
• Build a positive, collaborative team culture that drives high performance and retention

Customer Success Strategy

• Develop and implement customer success strategies specific to technical assessment needs
• Design and optimize customer journeys from onboarding through renewal
• Create and refine playbooks for customer onboarding, adoption, expansion, and renewal
• Establish standardized processes that balance customization with scalability
• Collaborate with Product, Sales, and Marketing teams to ensure alignment

Revenue Retention & Growth

• Achieve team targets for adoption, GRR, NRR, relationship and activity indicators
• Work with Account Management and Sales leaders to identify and execute expansion opportunities
• Develop early warning systems to identify at-risk accounts
• Implement rescue strategies for vulnerable accounts
• Partner with Sales on expansion opportunities and renewal forecasting

Customer Experience & Advocacy

• Define and monitor customer health metrics across segments
• Establish feedback loops to gather and act on customer insights
• Develop customer success programs that drive platform adoption and value realization
• Build deeper relationships with strategic customers within the segment
• Create and manage customer advocacy initiatives and build direct relationships with Customers
• Identify and develop customer references and case studies

Operations & Reporting

• Develop and track KPIs for team performance and customer success
• Create regular reporting on customer health, renewal forecasts, and team performance
• Optimize resource allocation across the team based on customer needs and potential
• Collaborate with other departments to resolve cross-functional challenges
• Manage team budget and resource planning

Cross-Functional Leadership

• Partner with Product Management to represent customer needs in the roadmap
• Collaborate with Marketing on customer marketing initiatives
• Work with Sales on smooth customer handoffs and account expansion
• Coordinate with Support on escalation management
• Engage with Executive Leadership on strategic initiatives and reporting

Bonus Skills

• Startup experience a plus
• Strong demonstrated experience building and managing high performing SaaS Customer Success teams
• Experience working in a flexible and high-paced environment while supporting a high volume of accounts
• Strategic perspective on Customer Success as a function with a focus on driving value to all stakeholders
• Detail oriented in your organization and meticulous about prioritization and time-management