Sezzle is hiring a Manager of Customer Success to lead a team accountable for customer adoption, value realization, retention, and operational excellence across a defined segment. You will provide day-to-day coaching, technical guidance, and strategic direction to a blended team, ensuring strong performance and customer outcomes.
What You'll Do
- Lead, coach, and develop a blended team of Customer Success Advisors and Technical Leads, ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows.
- Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment.
- Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities.
- Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations.
- Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support.
- Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics.
- Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach.
- Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations.
- Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle.
- Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.
What We're Looking For
- 4+ years in Customer Success, Account Management, or a related SaaS leadership role.
- 2+ years of people management experience with a focus on coaching, mentoring, and team development.
- Proven track record of driving customer retention, adoption, and revenue growth.
- Strong technical acumen and troubleshooting skills, with the ability to translate complex concepts into customer value.
- Exceptional verbal, written, and presentation skills, with experience engaging executive stakeholders.
- Demonstrated success in leading process improvements in dynamic, cross-functional environments.
- Familiarity with clinical workflows, healthcare communication, or LEAN methodologies.
- Ability to travel up to 25%.
Nice to Have
- MBA, MSN, or equivalent advanced degree.
- Experience supporting multiple SaaS product lines and diverse customer segments.
- Proficiency with Salesforce, Atlassian (Confluence & Jira), and customer support platforms (e.g., Zendesk).
Technical Stack
- Salesforce
- Atlassian (Confluence & Jira)
- Zendesk
Team & Environment
You will lead a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs).
Benefits & Compensation
- Compensation: $90,000-$110,000 per year
- Remote first work environment
- Health, Dental, Vision, Life and Disability Insurance options available day one
- 401K - with match and immediately vested
- 17 company holidays, 2 floating holidays plus competitive paid time off policy
- Internal Advancement Opportunities
Work Mode
This is a remote position open to candidates within the United States.
Sezzle is an equal opportunity employer.
