Manager, Customer Success
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AI Summary
Posit is looking for a thoughtful and strategic Manager, Customer Success to help scale our growing post-sales organization. This is a high-impact role—perfect for a leader who thrives in cross-functional environments, brings out the best in others, and knows how to operationalize success at scale. You’ll lead a team of talented CSMs who are each focused on a portfolio of strategic accounts, with the goal of delivering measurable outcomes, strengthening customer partnerships, and building a high-performing team.
You’ll bring clarity, structure, and a customer-first mindset to everything you do—driving excellence through coaching, process improvement, and deep cross-functional collaboration. As part of Posit’s mission-driven team, you’ll play a key role in helping organizations around the world harness the power of open-source data science tools to solve real-world problems.
In This Role, You Will
- Team leadership & coaching: Team leadership & coaching: Lead, mentor, and inspire a team of Customer Success Managers by providing structured coaching, clear expectations, and ongoing development to help them thrive and deliver measurable value to customers
- Performance management: Establish clear expectations and KPIs aligned to retention, expansion, customer health, and strategic impact—ensuring consistent team performance and accountability
- Customer advocacy: Serve as a trusted advisor and escalation point for key accounts—helping customers navigate change, ensuring Posit remains relevant to their evolving needs, and reinforcing long-term relationships through strategic engagement
- Cross-functional leadership: Build strong partnerships with Sales, Product, Engineering, and Support—aligning on shared goals, proactively resolving risks, and driving initiatives that improve the end-to-end customer experience
- Process and program design: Design and evolve scalable playbooks, engagement models, and reporting systems—using customer insights as a key input to ensure they remain relevant, consistent, and impactful across the customer lifecycle
- Hands-on execution (as needed): Step in when necessary to support high-stakes accounts, model best practices, or refine the customer journey—while empowering your team to lead day to day
What We’re Looking For
- Significant experience in Customer Success, Account Management, or post-sales roles in software
- Experience leading enterprise teams, ideally with technical customers
- A coaching-first mindset with a track record of developing high-performing teams
- Strong operational skills—able to build and refine playbooks, reporting, and workflows
- Strategic prioritization skills to focus team efforts where they’ll have the greatest impact
- Clear communicator and effective collaborator across functions and levels
- Comfortable navigating escalations and serving as a trusted advisor to key accounts
- Adaptable, with a bias toward action and comfort working through ambiguity in a fast-moving, remote environment
- Comfort working with AI tools and driving AI process improvements
Nice to Have
- Familiarity with Salesforce, Gong, Confluence, Outreach, or similar tools
- Background in data science, analytics, or open-source communities
- Experience with on-prem and hybrid solutions
- Prior work in a fully remote, distributed team environment
What You’ll Accomplish
Within 3 months, you will…
- Complete onboarding and build foundational knowledge of Posit’s platform, customers, and success motion
- Build trust with your team and begin 1:1 coaching and performance alignment
- Identify immediate workflow, reporting, or process gaps and begin shaping improvements
- Establish working relationships with Sales, Solutions Engineering, and Product leaders
Within 6 months, you will…
- Drive consistent execution of core customer success activities across your team’s portfolio
- Implement improvements to team capacity planning, success playbooks, and reporting
- Ensure customer health, retention, and expansion metrics are trending in the right direction across your team
- Represent the CS team in cross-functional strategic initiatives and support pre-renewal and expansion planning
- Begin recruiting and onboarding additional team members as needed
Within 12 months, you will…
- Be seen as a key leader in the Revenue organization, shaping how we engage and grow enterprise customers
- Deliver measurable impact across retention, expansion, and customer satisfaction
- Continue evolving our enterprise success model through experimentation, team feedback, and customer insights
- Hire, mentor, and scale a high-performing team equipped to deliver customer value at scale
- Create internal champions and external customer evangelists based on the work you and your team lead
Posit offers competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. The hiring range includes base salary and commission; this role has an expected 80/20 pay mix. In addition, we offer an annual cash bonus, targeted at 10% of base pay, that pays out based on company performance and a cash grant that vests over 4 years. This hiring range assumes that the job will be performed in the United States.
Working at Posit:
- We welcome all talented colleagues and are committed to a culture that represents diversity in all its forms.
- We prioritize giving ourselves “focus time” to get deep work done. We minimize meetings and attempt to operate asynchronously.
- We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills, influence, and leadership as a result of working at Posit.
- We operate under a unique sustainable business model: We have over 50% of our engineering dedicated to creating free and open source software. We are profitable and we plan to be around decades from now.
- Posit is a Public Benefit Corporation (PBC) and a Certified B Corporation®, which means our open-source mission is codified into our charter. As a result, our corporate decisions balance the community's interests, customers, employees, and shareholders. Hear more about why we think this matters here.
Notable:
We offer competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being. These benefits apply to full-time positions only.
- 100% of medical, dental, and vision insurance premiums are covered for employees and their families! Fertility and gender-affirming healthcare is included in all of our plans.
- Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt in to our insurance plans, including Ginger for teen family members.
- Posit's gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents.
- All full-time employees are eligible for 401k enrollment starting on day one.
- After six months of employment, Posit provides a substantial yearly match to employee 401K contributions.
- An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year.
- We are a 100% distributed team. You are also welcome to come into our Boston office.
- We offer a $400 monthly reimbursement for coworking space rental if you prefer to work away from home.
- Our Lifestyle Savings Account offers an initial deposit of $1800 and then an additional quarterly stipend of $375 to cover the costs of professional development, wellness, financial health, charitable giving, and remote work support.
- We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 15 paid company holidays.
Are you excited about this role but not sure if your experience aligns with every qualification in the job description? That’s okay. We know multiple perspectives are essential for a thriving organization and we'd still love to hear from you!
Posit is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities, and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.
Posit Software, PBC participates in the federal E-Verify program, which confirms employment authorization of newly hired U.S. based employees. E-Verify is not used as a tool to pre-screen candidates and is only initiated upon hire.
E-Verify Participation Notice (English/Spanish)
Right to Work Notice (English/Spanish)
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