Manager, Customer Success
About the Opportunity The organization is seeking a Manager, Customer Success to lead a North America-based team focused on driving product adoption, measurable business outcomes, and trusted advisor partnerships. Reporting to the Director of Customer Success, this people leadership role is responsible for developing talent, supporting account health across onboarding, adoption stages, executive business reviews, and renewals, and collaborating across Sales, Product, Engineering, and Professional Services. Team members are expected to incorporate artificial intelligence into daily workflows to drive efficiency, innovation, and impact. This is a full-time, remote position based in the United States, managing a distributed team while collaborating asynchronously across global regions.
Key Responsibilities
Lead a team of Customer Success Managers and Customer Success Architects focused on customer adoption, account health, customer satisfaction, and advocacy. Coach team members through regular feedback, development support, and career growth conversations to strengthen knowledge, communication, and execution. Partner with the Director of Customer Success to define team goals, clarify responsibilities, and align priorities with organizational strategy. Manage resource assignments, staffing levels, and hiring activities to support team coverage and customer needs. Develop senior-level relationships with customer executive sponsors and practitioners, supporting the team in building trusted partnerships. Collaborate cross-functionally with Sales, Product Management, Engineering, Professional Services, and other teams to create a consistent customer experience. Support customers during escalations by working with leadership across functions to coordinate clear, effective responses. Improve team processes and operational tools while overseeing initiatives tied to key objectives and results.
Qualifications
Experience leading customer-facing teams in software, technology, consulting, sales, or customer success environments. Demonstrated ability to guide teams that drive software adoption and manage customer relationships across onboarding, adoption, business reviews, and renewals. Knowledge of software development lifecycle practices, related tools, and agile or DevOps ways of working. Familiarity with cloud or container technologies such as Kubernetes and Docker, application security concepts such as static application security testing (SAST) and dynamic application security testing (DAST), or cloud platforms such as Amazon Web Services (AWS), Google Cloud Platform (GCP), and Microsoft Azure. Skill in translating strategy into clear initiatives, coordinating execution, and tracking delivery across competing priorities. Capability to lead distributed teams across regions, cultures, and lines of business, while working effectively with senior executives and external stakeholders. Strong communication, coaching, feedback, delegation, planning, and process improvement skills, coupled with an empathetic leadership approach. Ability to connect technical concepts to business value and collaborate well across functions. Willingness to travel occasionally for customer meetings and team events, as needed.
Benefits
Health, financial, and well-being coverage Flexible paid time off Parental leave Equity compensation and employee stock purchase plan Professional growth and development support Employee resource groups Equal Opportunity and Accommodations The hiring organization is an equal opportunity workplace and an affirmative action employer. Employment policies and practices relating to recruitment, employment, career development, advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status, or any other basis protected by law. Discrimination and harassment based on any of these characteristics are strictly prohibited. Reasonable accommodations are available for applicants with disabilities or special needs throughout the evaluation process.