Lead a growing Customer Success team responsible for ensuring customer health, adoption, and long-term retention. In this role, you'll guide a team of Customer Success Managers to meet and exceed performance goals while fostering professional development and strong customer relationships.
Key Responsibilities
- Coach and develop a team of CSMs to achieve growth and retention targets through proactive account management
- Collaborate with the Customer Success Director to define team goals, priorities, and performance expectations
- Oversee customer onboarding, adoption milestones, executive business reviews, and renewal processes
- Ensure consistent delivery of technical and strategic value across customer engagements
- Strengthen cross-functional alignment with Product, Engineering, and Support teams during escalations
- Refine internal processes and tools to improve team efficiency and customer outcomes
- Build trusted advisor relationships with senior customer stakeholders
- Support team resourcing, hiring, and performance development initiatives
- Represent leadership values in all interactions, internally and externally
What We’re Looking For
You bring experience in managing customer-facing teams in technology environments, with a strong understanding of software delivery and customer lifecycle management. Success in this role means balancing strategic thinking with hands-on leadership.
- Proven leadership in customer success, consulting, or technical sales within software or SaaS organizations
- Experience managing distributed teams across time zones and cultures
- Familiarity with agile, DevOps, or software development workflows
- Strong operational mindset with expertise in process improvement, delegation, and analytical problem-solving
- Ability to translate business objectives into measurable initiatives and track outcomes
- Skilled at building relationships with executives and technical stakeholders
- Comfortable giving and receiving feedback to drive continuous improvement
- Experience connecting technology use to tangible business results
Preferred Background
- Exposure to cloud-native technologies such as Kubernetes, Docker, or containerization platforms
- Knowledge of application security practices (SAST, DAST) or cloud infrastructure (AWS, GCP, Azure)
Work Environment
This is a remote-first role with global collaboration expectations. Team members are supported through flexible time off, home office resources, and access to professional development funding. The organization values inclusion, innovation, and performance grounded in shared principles.
Compensation includes equity and stock purchase options. The company is committed to equal opportunity and affirmative action, ensuring fair treatment across all dimensions of identity and background.
