Manager, Customer Success - Remote

Overview

As a Manager of Customer Success at WellSaid Labs, you will lead a team of Customer Success Managers to drive long-term success and adoption for our customers, ensuring they receive exceptional support and service.

In Short

• Lead and mentor a team of Customer Success Managers.
• Implement customer success strategies to drive retention and expansion.
• Monitor customer health metrics and mitigate churn risks.
• Manage Net Revenue Retention (NRR) metrics.
• Oversee customer escalations and ensure timely resolutions.
• Drive collaboration with Sales, Product, and Marketing teams.
• Establish onboarding and renewal strategies.
• Track team performance and customer success metrics.
• Support strategic accounts with executive-level guidance.
• Enhance team capabilities through training and process improvements.

Requirements

• 4+ years in Customer Success, with 1+ year in a leadership role.
• Proven ability to coach and develop customer success teams.
• Experience in fast-paced or startup environments.
• Strong data-driven decision-making skills.
• Proficiency with SaaS applications and CRM tools.
• Excellent communication and problem-solving skills.
• Ability to create structured processes.
• Passion for technology and customer-centric mindset.
• Experience with cross-functional teams.

Benefits

• Competitive salary and stock options.
• Full medical, dental, and vision insurance.
• Matching 401(k) plan.
• Generous vacation policy/paid time off.
• Parental leave.
• Learning & development stipend.
• Home office stipend.