Manager, Customer Success
About the Opportunity The organization is seeking a Manager, Customer Success (Mid-Market) to lead, coach, and develop a team of Customer Success Managers. This is a full-time, remote position based in the United States. In this leadership role, you will establish operational conditions that enable team members to build strong, trusted partnerships with customers, driving satisfaction, retention, and expansion across a multi-product portfolio.
Key Responsibilities
Provide leadership, coaching, and professional development to a team of Customer Success Managers, supporting their professional growth and goal achievement. Serve as an executive sponsor for key accounts within the team's portfolio, establishing multi-threaded relationships and acting as an escalation point for support needs. Analyze customer and internal data to design and execute strategies that enhance the customer experience. Partner cross-functionally with customer training, implementation, billing, and support teams to ensure cohesive service delivery and customer issue resolution. Oversee the end-to-end contract renewal process across the team to secure timely renewals, clear cycle visibility, and accurate forecasting. Own and achieve net revenue retention goals by driving strong renewal performance, upsells, and expansion outcomes. Attend promotional events and represent the organization at industry-related conferences.
Required Qualifications
At least 5 years of experience in customer success or a related field. At least 3 years of experience in a people leadership role. Demonstrated experience leading teams through organizational change within a mission-driven environment while maintaining performance, service continuity, and delivery standards for human services organizations. Proven track record of leading renewal, add-on, and upsell strategies, including managing customer risk, reducing churn, and consistently meeting retention and revenue targets. Proficiency using Salesforce or another customer relationship management platform for accurate data tracking and strategic decision-making. Demonstrated ability to manage and prioritize multiple competing initiatives while supporting team members and clients across a multi-product portfolio. Strong problem-solving, communication, and relationship management skills, complemented by cross-functional acumen across customer experience teams.
Preferred Qualifications
Familiarity with Electronic Health Record (EHR) software. Experience working with or within the social services sector.
Compensation and Benefits
Base salary: $130,000 - $150,000 per year, plus variable compensation. Health, dental, and vision coverage. Retirement plan with employer matching. Paid time off and paid holidays. Paid parental leave. Volunteer time off. Remote work stipend. Salary ranges are dependent on a variety of factors, including candidate qualifications, experience, and geographic location. Equal Opportunity Employer The organization is an Equal Employment Opportunity employer committed to building a diverse workforce. Hiring decisions are made without regard to race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other status protected by applicable federal, state, or local laws.