Manager, Customer Success

Company Overview

We've partnered with an innovative company that provides a unified quality and compliance management platform, aiding regulated organizations in accelerating product market entry while minimizing risk. This organization serves biopharma, medtech, and diagnostics companies globally, effectively eliminating fragmented systems that can lead to audit delays and compliance challenges. The team operates remotely across North America, Europe, and Australia.

Role Overview

We are looking for a Manager of Customer Success to lead and develop a high-performing team of Customer Success Managers. This role is pivotal in driving customer retention and expansion within an assigned portfolio, while delivering exceptional customer experiences and contributing to the company's growth objectives.

Responsibilities

• Lead, coach, and hold the Customer Success Managers accountable to performance expectations.
• Drive customer retention by monitoring churn signals and implementing proactive engagement strategies.
• Execute expansion strategies in collaboration with go-to-market teams to meet Net Revenue Retention (NRR) targets.
• Build and optimize repeatable Customer Success Manager (CSM) playbooks based on customer journey and segment data.
• Analyze customer data to identify success patterns and enhance team engagement approaches.
• Represent the voice of the customer by collaborating cross-functionally with Sales, Product, and Support teams.
• Provide executive-level escalation support to safeguard and strengthen key customer relationships.

Requirements

• 6+ years of experience in SaaS Customer Success Management.
• 4+ years of management experience leading Customer Success teams.
• Proven track record of driving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) outcomes across a customer portfolio.
• Experience in implementing customer engagement models and CSM playbooks that yield tangible results.
• Ability to utilize data to track performance, identify trends, and drive continuous improvements.
• Strong cross-functional collaboration skills, comfortable working with Sales, Product, and Leadership teams.
• Adaptable and effective in a fast-paced, remote-first environment.

Benefits

• Competitive salary.
• Matching 401k.
• Medical, Dental, and Vision Benefits.
• Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance.
• Unlimited PTO policy.
• Company allowance for home office supplies.
• 12 weeks paid parental leave.
• Opportunity to make a difference by helping life-saving products reach the market.