Manager, Customer Success

• Using AI tools responsibly to accelerate research, analysis, documentation, and problem-solving
• Exercising strong judgment around data privacy, accuracy, and ethical use
• Continuously learning and adapting as AI capabilities evolve

Responsibilities:

• Manage and develop a team of SMB Customer Success Managers, driving accountability to performance and execution standards
• Partner with Sr. Director of CS to translate strategic priorities into clear, actionable plans 
• Drive consistent adoption of Customer Success playbooks, workflows, and engagement models across all accounts
• Ensure CSMs are effectively leveraging systems, tools, and reporting to manage their business
• Identify breakdowns in execution and implement corrective actions to improve consistency and impact
• Ensure alignment between company goals and day to day team activities
• Partner cross functionally to ensure solutions are delivered effectively and adopted by the team
• Active participation in hiring and interviewing new members of the team
• Implement and manage reports on data, activity, and performance of the team
• Work with other leaders companywide such as support, marketing, and product to ensure that customer needs and the voice of the customer is heard, understood, and prioritized.
• Coach the team in maximizing the retention and growth of our customer base
• Reduce churn by working with CSMs on saves to resolve issues for clients
• Stay on top of churn reasons along with presenting reporting to Senior Leadership monthly

Requirements:

• Combined background of post-sale and sales experience
• B.A. in Business, Marketing, Communication or a related field; or, an equivalent level of experience
• 5+ years of enterprise account management experience 
• 3+ years’ experience in leading customer-facing teams
• Proven track record of improving customer retention through structured, data driven engagement strategies
• Strong understanding of eCommerce and Digital Marketing ecosystems, including traffic acquisition, conversion optimization, paid/organic channels, and marketplace dynamics
• Excellent communication, organization, interpersonal, and writing skills
• Proven ability to multi-task and interact with a large number of demanding customers
• Familiarity with billing and subscription management is a plus
• Success working in a fast-paced, high-growth environment, preferably at the intersection of SaaS and eCommerce, with a track record of improving online sales performance, increasing GMV, or enabling digital growth for customers
• Experience in hiring, training, and developing a high-performing team of customer success professionals
• Proven background in coaching, mentoring, and skill development of individual contributors at various experience and business acumen levels
• Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers

Compensation