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.