Manager, Customer Success Management

As Manager of our Pooled Customer Success team, you will lead a team of 4 to 7 Customer Success Managers who share collective ownership of a large portfolio of customers. Your mandate is to build a high performing team that delivers consistent, measurable value across many accounts without the a named one to one relationship.

This is a different discipline from named account management. Success here comes from designing repeatable plays, prioritizing the right customers at the right moment, maintaining clean account context so any CSM can pick up any customer, and holding the team to response and follow through standards that protect retention at volume.

You are both an operator and a hands on coach. You build the coverage system, you improve it every quarter, and you develop CSMs who can move quickly, diagnose accurately, and create value in a compressed number of touchpoints.

Key Responsibilities

Team Leadership & Talent Development

• Lead, coach, and develop a team of 4 to 7 pooled CSMs supporting a shared customer portfolio.
• Manage workload distribution, queue coverage, and capacity across the team so no customer segment goes unattended.
• Conduct regular portfolio reviews, renewal and risk reviews, and performance check ins.
• Coach CSMs on rapid discovery, efficient customer conversations, and getting to value in fewer, higher quality interactions.
• Build a culture of accountability, collaboration, and continuous improvement.
• Hire, onboard, and develop CSM talent suited to a fast moving, high volume environment.
• Driving Measurable Customer Value at Scale
• Operationalize our Customer Value Framework through standardized plays rather than bespoke plans.
• Ensure every customer in the pool receives defined lifecycle coverage, including onboarding confirmation, adoption checkpoints, and a structured pre renewal review.
• Establish clear value milestones and outcome criteria that apply consistently across the portfolio.
• Ensure product adoption is connected to tangible business results in every customer facing interaction.
• Monitor portfolio health signals and direct team effort toward the accounts where intervention changes the outcome.

Retention, Expansion & Growth Alignment

• Own retention performance for the pooled portfolio, including renewal readiness and early risk detection.
• Partner closely with Renewals and Sales leadership on renewal strategy and expansion routing.
• Ensure CSMs surface new use cases, new stakeholders, and expansion signals and hand them off cleanly.
• Influence retention strategy through data driven insights and repeatable risk mitigation plays.
• Operational Excellence & Scalability
• Define and enforce the operating rhythm for the pool, including coverage standards, response expectations, escalation paths, and handoff protocols.
• Ensure documentation discipline so that account context lives in the system, not in individual memory, and any CSM can serve any customer.
• Ensure CRM and CS tooling reflect accurate account health, engagement history, and renewal status.
• Use metrics such as coverage rate, time to first response, adoption, health scores, renewal rates, and expansion ARR to drive performance conversations.
• Identify automation and process improvements that increase capacity without increasing headcount.
• Cross Functional Leadership
• Serve as the voice of a large and diverse customer population internally while balancing business priorities.
• Partner with Support, Product, Professional Services, Renewals, and Sales to improve the customer journey for customers who do not have a dedicated resource.
• Surface systemic risks, adoption blockers, and product feedback trends to senior leadership, using the volume of the pool as an early warning system for the broader base.
• Contribute to strategic planning for the broader Customer Success organization.

What You Bring

• 5+ years of experience in B2B SaaS, including:
• 3+ years in Customer Success or account management
• 2+ years managing or leading CSM teams
• Experience operating a pooled, shared, or scaled coverage model, or a demonstrated ability to build one.
• Strong understanding of renewal strategy, retention management, and risk identification at volume.
• Proven ability to design and improve repeatable plays, playbooks, and operating standards.
• Comfort managing through systems and data rather than through individual account relationships.
• Strong analytical mindset, with the ability to translate portfolio signals into prioritized team action.
• A leadership style grounded in transparency, ownership, and high standards.

This position offers a salary range of $115,000 - $140,000 USD per year plus participation in a discretionary bonus plan. Final compensation will be based on skills, experience, and qualifications.  The role is for an existing vacancy.