Customer Success Manager

Who You Are

As Manager of Customer Success Management, you will lead and inspire a team of CSMs responsible for delivering an exceptional 0–90 day onboarding and adoption experience for our valued clients. Your mission is to ensure customers achieve rapid time-to-value, strong

initial product adoption, and outstanding onboarding satisfaction, while building a foundation for long-term retention and value.

What You'll Do

● Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health for our highest-value segments.

● Own the customer journey; drive KPIs including onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health score (% in "green").

● Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic engagement—including scheduling, delivery, documentation, follow-up, and post-call actions.

● Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long-term relationship management.

● Develop and lead proactive out-reach programs that drive greater adoption of new add-on products and optimization of current customer implementations

● Monitor all customer onboarding and adoption progress in CRM/Freshdesk; identify trends, risks, and at-risk accounts for intervention.

● Facilitate seamless cross-functional collaboration with:

● Implementation Advisors for quick basic account set-up

● AMs for CSQLs - CSM identify and refer qualified expansion opportunities

● TAMs for technical support escalation

● Product/Enablement/Training for feedback loops, process improvements, and feature insights.

● Support team for priority Q&A

● Serve as escalation point for at-risk or blocked customers during onboarding/adoption phases, driving faster resolution and customer rescue strategies.

● Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; participate in building KPI dashboards.

● Maintain regular team stand-ups, coaching sessions, and continuous enablement, developing both process excellence and team culture.

● Ensure feedback from onboarding/adoption engagements is captured for continuous product, process, and customer experience improvement.

● Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers

● Overseeing engagement and communication with enterprise accounts.

Key Success Metrics

● Onboarding completion % (within goal timeframe)

● Product adoption & milestone attainment rates (within 90 days)

● Customer health: % of accounts in "green"Show/no-show rate on scheduled CSM calls

● CSAT/NPS on onboarding/adoption experience

● Volume and quality of CSQLs referred to AMs

● Engagement rates

● Escalation/rescue response and success rates

● (KPIs for this role may evolve over time based on business needs and strategic priorities)

What You'll Bring:

● Bachelor's degree or equivalent experience

● 3+ years of experience leading customer facing, SaaS teams (CSM, onboarding or Account Management

● Proven delivery of onboarding, adoption, or customer health programs at scale (team of 12-15 preferred)

● Dedicated people manager, you are passionate about mentoring, leading, and contributing to the professional development of your team.

● Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training)

● Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.)

● Strong analytical, process-building, and program management skills (KPI and SOP ownership).

● Demonstrated data driven approach to problem solving.

● Track record of coaching, mentoring, and empowering high-performance teams

● Excellent communication, collaboration, presentation and time-management skills

● Proactive and inquisitive; not hesitant to seek clarification.