Manager of Customer Success - Remote

Overview

The Manager of Customer Success is responsible for leading a team that drives customer adoption, value realization, retention, and operational excellence across a defined customer segment within a remote work environment.

In Short

• Lead and develop a team of Customer Success Advisors and Technical Leads.
• Drive measurable outcomes in customer adoption and account health.
• Serve as the Customer Success product Subject Matter Expert.
• Engage directly with customers to model best-in-class relationship management.
• Guide technical operations and oversee ticket trends and configurations.
• Ensure operational excellence through performance metrics and forecasting.
• Lead customer communications for product updates and incidents.
• Participate in on-call rotation for high-impact incidents.
• Partner with cross-functional teams to enhance customer experience.
• Champion continuous improvement initiatives.

Requirements

• 4+ years in Customer Success or related SaaS leadership role.
• 2+ years of people management experience.
• Proven track record in driving customer retention and revenue growth.
• Strong technical acumen and troubleshooting skills.
• Exceptional verbal and written communication skills.
• Experience leading process improvements in dynamic environments.
• Familiarity with clinical workflows or LEAN methodologies.
• Ability to travel up to 25%.

Benefits

• Remote first work environment.
• Health, Dental, Vision, Life and Disability Insurance available from day one.
• 401K with match and immediately vested.
• 17 company holidays and competitive paid time off policy.
• Internal Advancement Opportunities.