Customer

3 weeks ago

Manager, Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead an Americas pod of 5–7 Customer Success Managers, setting the agenda and coaching for autonomy and excellence. Own retention and growth outcomes, engage on escalations and at-risk renewals, and translate org priorities into clear team goals. Navigate ambiguity during leadership and product-commercial shifts while driving AI adoption and surfacing patterns and solutions to senior leadership.

Location: Americas

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead a pod of 5–7 CSMs through structured 1:1s, performance feedback, and development conversations.
•Own retention and growth outcomes across the pod’s book of business, including direct engagement on escalations and at-risk/high-value accounts.
•Translate org-level priorities into team-level goals, workloads, and clear expectations for directs.
•Manage the full performance spectrum, document performance rigorously, and address underperformance early.
•Drive AI adoption and surface patterns/insights to senior leadership with proposed solutions.

Pay and Benefits

Salary: USD 120,000 - 140,000 annually

Perks:Health InsuranceDentalVisionPaid LeaveRemote WorkLearning Budget

Key Requirements

•2–3 years of people management experience in a B2B SaaS Customer Success environment, with a record of developing CSMs.
•Commercial accountability, including owning or partnering on GRR/NRR targets and connecting team behavior to outcomes.
•Demonstrated experience leading through change (org shifts, model changes, ambiguous environments) while maintaining performance and morale.
•Operate with high autonomy—surface risks early and bring a clear point of view to conversations.
•Genuine AI fluency and comfort getting on the phone for coaching-first escalations or renewals.

Experience:2-3 yearsB2B SaaS

Skills:CoachingOwnershipCommercial literacyComfort with ambiguityAutonomy

Languages:English

Tech Stack:AIZoom

Company Brief

Customer

Customer.io provides a customer engagement platform that lets businesses send data-driven email, push, SMS, in-app messages, and webhooks to build personalized user journeys and improve retention and lifecycle communications.

Industry: Enterprise Software

Company Size: Large (251 to 1,000 employees)

Revenue: USD 25M to 50M

Growth: Growth Stage Startup

Valuation: USD 500M to 1B

Funding: Series A

Headquarters: Portland, United States

Founded: 2012

Glassdoor: 3.6

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Customer

3 weeks ago

Manager, Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Americas

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead a pod of 5–7 CSMs through structured 1:1s, performance feedback, and development conversations.
•Own retention and growth outcomes across the pod’s book of business, including direct engagement on escalations and at-risk/high-value accounts.
•Translate org-level priorities into team-level goals, workloads, and clear expectations for directs.
•Manage the full performance spectrum, document performance rigorously, and address underperformance early.
•Drive AI adoption and surface patterns/insights to senior leadership with proposed solutions.

Pay and Benefits

Salary: USD 120,000 - 140,000 annually

Perks:Health InsuranceDentalVisionPaid LeaveRemote WorkLearning Budget

Key Requirements

•2–3 years of people management experience in a B2B SaaS Customer Success environment, with a record of developing CSMs.
•Commercial accountability, including owning or partnering on GRR/NRR targets and connecting team behavior to outcomes.
•Demonstrated experience leading through change (org shifts, model changes, ambiguous environments) while maintaining performance and morale.
•Operate with high autonomy—surface risks early and bring a clear point of view to conversations.
•Genuine AI fluency and comfort getting on the phone for coaching-first escalations or renewals.

Experience:2-3 yearsB2B SaaS

Skills:CoachingOwnershipCommercial literacyComfort with ambiguityAutonomy

Languages:English

Tech Stack:AIZoom

Company Brief

Customer

Industry: Enterprise Software

Company Size: Large (251 to 1,000 employees)

Revenue: USD 25M to 50M

Growth: Growth Stage Startup

Valuation: USD 500M to 1B

Funding: Series A

Headquarters: Portland, United States

Founded: 2012

Glassdoor: 3.6

Website LinkedIn Glassdoor