[Remote] Manager of Customer Success

Note: The job is a remote job and is open to candidates in USA. Jones is a vertical AI company serving real estate and construction firms. The Manager, Customer Success will lead and develop a commercially minded CSM team, own retention and expansion revenue, and build the processes and playbooks that scale customer success. The role also personally supports strategic accounts and partners with Sales, RevOps, Product, and leadership.

Responsibilities

• Team Leadership & Development: Hire, coach, and develop a high-performing team of CSMs. Set clear expectations, run regular 1:1s and pipeline reviews, and build a culture of commercial ownership and accountability
• Customer Experience: Ensure a consistent, high-quality experience across onboarding, adoption, and ongoing support, partnering with Implementation and Support to accelerate time-to-value
• Revenue Ownership: Own team targets for expansion revenue, NRR, and GRR. Build accurate forecasts for renewals and expansion, and report on performance to leadership
• Expansion Strategy: Define and drive the team's approach to upsell and cross-sell, including account segmentation, growth plays, and pipeline generation targets. Partner with Sales on handoffs, deal support, and closing larger expansion opportunities
• Renewals & Retention: Oversee the full renewal motion across the book, from early risk identification through negotiation and close. Build systems to surface churn risk early and ensure the team intervenes before escalation
• Strategic Accounts: Personally manage or co-manage a select set of strategic accounts. Lead executive relationships, business reviews, and high-stakes renewal and expansion conversations
• Process & Playbooks: Build and refine the frameworks that scale the team, including account planning, QBR structure, health scoring, renewal playbooks, and expansion motions. Define the team's KPIs and the tools and dashboards used to track them
• Cross-Functional Partnership: Partner with Sales and RevOps on packaging, pricing, compensation, and territory or book design. Bring customer insight to Product and Engineering to inform the roadmap, and work with Marketing on customer advocacy and expansion campaigns

Skills

• 6–8+ years of experience in Customer Success, Account Management, or similar roles in SaaS or technology, including 2+ years managing a team
• Proven track record of owning and hitting team targets for expansion revenue, NRR, and GRR
• Experience building or scaling a Customer Success function in a high-growth environment
• Strong coach and people leader who holds a high bar and develops talent
• Hands-on operator, comfortable carrying strategic accounts and jumping into key deals and renewals
• Strong consultative selling and negotiation skills, with experience leading conversations with senior and C-level stakeholders
• Strong executive presence, able to build trust internally and externally and represent Customer Success to leadership
• Data-driven, comfortable building forecasts, dashboards, and health scoring models to run the business
• Experience partnering with Sales and RevOps on comp plans, book design, and growth strategy
• Comfortable in CRM and customer success tools (Salesforce, HubSpot, Gainsight, or similar)
• Familiarity with real estate, construction, insurance, or risk and compliance strongly preferred

Benefits

• Hybrid in-office experience: works in the office 3 days every week.
• Works from anywhere 2 months out of the year: August, plus 4 weeks of your choosing.
• US-based remote work may be available for candidates with exceptional experience.
• Variable compensation tied to team expansion and retention performance.
• Equity.

Company Overview