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AI Summary
Lead and develop a team of Customer Success Managers across various tiers while managing a small portfolio of strategic executive accounts. Drive key performance metrics including GRR, NRR, and NPS through the implementation of retention playbooks and AI-enabled workflows.
The Manager, Customer Success is a dual-accountability role: you lead and develop a maturing team of Customer Success Managers who cover all tiers from SMB, mid-market and enterprise. You’ll carry the primary responsibility for 2-3 accounts making up your portfolio. You are accountable for the performance, development, and culture of your team, and for delivering strong customer outcomes across both your direct accounts and the team’s broader book of business.
The balance between doing and leading is a defining feature of this role. You set the bar by example, in how you manage customer relationships, how you run an EBR, how you handle a difficult renewal, and how you give feedback to someone who is not yet hitting their potential.
As AI continues to reshape how customer success work gets done, this role is expected to actively lead the team’s adoption of AI-enabled tools and workflows, modelling how technology multiplies the team’s impact while preserving the relationship quality that defines great customer partnerships.
The balance between doing and leading is a defining feature of this role. You set the bar by example, in how you manage customer relationships, how you run an EBR, how you handle a difficult renewal, and how you give feedback to someone who is not yet hitting their potential.
As AI continues to reshape how customer success work gets done, this role is expected to actively lead the team’s adoption of AI-enabled tools and workflows, modelling how technology multiplies the team’s impact while preserving the relationship quality that defines great customer partnerships.
- 5+ years in customer success, account management, or a related B2B SaaS role
- 3+ years leading or managing a CS team with a proven track record of developing people and raising performance
- Experience owning enterprise or complex multi-property accounts at the executive level
- Commercial fluency — retention economics, renewal dynamics, and coaching CSMs through difficult conversations
- Strong CRM and CS platform proficiency (HubSpot, Salesforce, or equivalent)
- Demonstrated experience using AI tools to improve CS or operational output
- Comfortable operating in a global, distributed, cross-time-zone environment
- Hospitality or property technology experience is a plus, not a requirement
- Lead, coach, and develop a team of CSMs across SMB, mid-market, and enterprise segments
- Own a small portfolio of strategic accounts at the executive level — including success planning, renewals, and expansion
- Drive GRR, NRR, and NPS outcomes across the team's full book of business
- Own the team's churn-prediction framework, retention playbooks, and account health standards
- Set and enforce CRM and CS platform standards; own data quality and the team's operating cadence
- Champion AI-enabled tools and workflows that multiply team impact without sacrificing relationship quality
- Partner cross-functionally with Sales, Product, and Marketing on retention, expansion, and customer advocacy
- Work from home
- Global Team
- Competitive base salary
- Company health insurance plan
- 401(k) Retirement Plan
- Generous PTO
- Growth Potential
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