Manager, Customer Success - Upmarket

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Success - Upmarket based in the United States.** This role offers the opportunity to lead a high-performing Customer Success team supporting strategic upmarket customers with significant recurring revenue portfolios. You will manage approximately 7–8 Customer Success Managers and help drive retention, adoption, customer satisfaction, and measurable value realization. The position combines people leadership with operational rigor, requiring strong coaching, forecasting, and performance management skills. You will work closely with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations to strengthen customer outcomes. Your leadership will directly influence renewal performance, customer health, executive engagement, and the scalability of Customer Success operations. This is an ideal opportunity for an experienced SaaS leader who enjoys developing talent, improving processes, and creating lasting customer impact in a high-growth environment. ### Accountabilities - Lead, coach, and develop a team of approximately 7–8 Customer Success Managers supporting upmarket customers with annual contract values of $100K–$500K and a combined portfolio of approximately $15M–$20M in Annual Recurring Revenue (ARR). - Establish a culture of accountability, customer-centricity, collaboration, continuous improvement, and high performance. - Conduct regular coaching sessions, performance reviews, talent assessments, and career development discussions while supporting recruitment, onboarding, and succession planning. - Set clear expectations and operating rhythms that promote consistent execution, strong customer experiences, and measurable business results. - Drive Gross Revenue Retention (GRR), customer adoption, customer satisfaction, renewal performance, and customer value realization across the portfolio. - Coach Customer Success Managers on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery. - Ensure customer risks are proactively identified, monitored, and addressed through effective retention and account strategies. - Partner with Sales leadership on customer health, expansion opportunities, strategic account planning, and executive alignment. - Own portfolio forecasting, renewal inspections, customer health reviews, and risk management practices. - Ensure consistent execution of success plans, Executive Business Reviews (EBRs), account reviews, and customer engagement standards. - Use customer data and analytics to identify trends, improve team performance, strengthen forecast accuracy, and support informed decision-making. - Promote effective adoption of Customer Success processes, technologies, and best practices across the team. - Collaborate cross-functionally with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations to deliver a consistent customer experience. - Represent the voice of the customer internally and contribute to initiatives focused on retention, product adoption, operational scalability, and customer value. - Help evolve Customer Success programs, processes, and operating models as the organization continues to scale. ### **Requirements** - 5+ years of experience in people leadership, ideally managing customer-facing teams within a Software as a Service (SaaS) organization. - 8+ years of experience in Customer Success, Account Management, Professional Services, Consulting, or another customer-facing function. - Proven success building, developing, and retaining high-performing teams. - Demonstrated experience leading teams responsible for customer retention, adoption, and measurable customer outcomes. - Strong understanding of SaaS business models and Customer Success metrics, including GRR, churn, forecasting, customer health, and product adoption. - Experience coaching teams on executive engagement, strategic account planning, value realization, renewal management, and risk mitigation. - Excellent communication, coaching, relationship-building, and leadership skills. - Strong operational mindset with the ability to establish accountability and execution discipline through data-driven management. - Analytical and problem-solving capabilities, with the ability to translate customer and business data into actionable strategies. - Comfortable using AI-powered tools and workflows to improve productivity, customer insights, coaching effectiveness, and operational scalability. - Ability to thrive in a fast-paced, high-growth environment while managing multiple priorities. - Willingness to travel up to 25% for customer meetings, team events, and company programs. - Experience supporting enterprise or upmarket SaaS customers is preferred. - Experience managing portfolios representing approximately $15M–$20M in ARR is a plus. - Experience in MarTech, AdTech, SalesTech, Revenue Technology, or related B2B SaaS environments is advantageous. - Familiarity with platforms such as Salesforce, Gainsight, Clari, Gong, or comparable Customer Success and revenue technologies is preferred. - Experience helping scale Customer Success organizations, teams, processes, and operating models is a plus. ### **Benefits** - Base salary range of **$113,400–$150,100**, with actual compensation determined by factors such as location and experience. - Additional compensation may include a bonus or commission plan and stock options, subject to applicable approvals. - Health insurance coverage. - Life and disability insurance. - 401(k) employer matching program. - Paid holidays and paid time off (PTO). - Quarterly self-care days. - Paid parental leave. - Stock options. - Equipment and support for working effectively from home or an office. - Learning and development opportunities, including access to LinkedIn Learning. - Wellness education and employee well-being initiatives. - Opportunities to contribute to employee resource groups and community-focused activities. - A collaborative, growth-oriented environment with opportunities to develop leadership capabilities and shape the future of Customer Success.