Manager, Customer Success

Xplor Technologies; Atlanta (GA); Hybrid; USD 90,000 - 100,000; Full time

Benefits offered by this job

Parental leave

Volunteer days

Learning resources

Diversity and inclusion initiatives

Mental health support

Flexible working arrangements

Job summary

A leading tech company is seeking a Manager, Customer Success to lead a team focused on customer retention and engagement. This role requires 3-5 years of experience in Customer Success or Account Management, with at least 2 years in a management capacity. The manager will oversee customer outcomes and collaborate with various internal teams to enhance service quality. Offering a hybrid work model, the position provides a competitive salary range of $90,000-$100,000 USD.

Qualifications

• 3–5 years in Customer Success or Account Management.
• Minimum 2 years managing customer-facing teams.
• Proven success in customer retention and renewals.

Responsibilities

• Lead and manage a team of Customer Success Managers.
• Develop coaching strategies for retention and account planning.
• Drive performance through clear goals, KPIs, and regular reviews.

Skills

Customer Success Management

Account Management

Salesforce

Gainsight

Excel proficiency

Job description

Job Description

You’ll join Xplor Field Services - the team that develops business management software for the Field Service Industry. We offer business owners an all‑in‑one software system, which handles scheduling, invoicing, and customer service responsibilities. Our software helps thousands of contractors and field service entrepreneurs build highly profitable businesses – with less stress, and better control over their growth.

We are seeking a Manager, Customer Success to lead our team of Customer Success Managers supporting Service Autopilot customers. This role owns customer outcomes, including retention, coaches the team on renewal readiness, and ensures customers receive consistent, proactive, value‑driven engagement. You will guide customer lifecycle strategy, elevate team performance, and serve as an escalation point for complex or high‑profile accounts. This role collaborates extensively with Onboarding, Support, Product, Engineering, and Sales to ensure customers have a seamless, effective experience and that internal teams are aligned around customer needs. This position can be remote, but we strongly prefer candidates who can operate in a hybrid model from Atlanta for greater collaboration.

Responsibilities

• Lead, coach, and manage a team of Customer Success Managers; hire, develop, and drive performance.
• Provide coaching on retention strategies, customer health, account planning, and renewal forecasting.
• Conduct regular 1:1s, team meetings, and performance reviews.
• Set clear goals, KPIs, and expectations; track performance rigorously.
• Foster a culture of accountability, innovation, customer advocacy, and continuous improvement.
• Innovate and trial improvements to the customer success process.
• Set and achieve team objectives; recognize high performance and reward accomplishments.
• Encourage creativity and educated risk-taking; resolve escalated issues.
• Partner with peers for continuous improvement.

Leading the Evolution of the Customer Success Process

• Work with the Senior Director of Customer Success and Support to develop Playbooks, Success Plan Frameworks and related processes that support effective, consistent and measurable customer outcomes.
• Develop, refine, and oversee team playbooks, QBR frameworks, onboarding-to-CS handoff processes, and health‑scoring models.
• Ensure consistent execution of customer touchpoints and operational rigor.
• Ensure CSMs execute scalable, proactive, value‑driven engagement across their lifecycle.
• Collaborate cross-functionally with internal stakeholders to drive value and growth; share customer insights to inform product development.
• Oversee churn diagnostics, root‑cause analysis, and retention playbooks.

Executing on Customer Success Priorities

• Own customer retention performance and renewal metrics for the Service Autopilot book of business.
• Act as a hands‑on escalation point for high‑profile, at‑risk, or complex customers.
• Partner with Support, Product, and Engineering on chronic issues and critical incidents.
• Drive customer advocacy and service recovery for accounts experiencing friction.
• Influence product and process changes based on customer patterns and feedback.

Qualifications

• Experience: 3–5 years in Customer Success, Account Management, or a similar customer-facing SaaS role.
• Minimum 2 years experience managing or coaching customer-facing teams.
• Proven success improving retention and handling renewals (including month‑to‑month customer bases).
• Strong ability to manage escalations and high‑stakes customer situations.
• Experience working cross‑functionally with Product, Support, Sales, and Engineering.

Knowledge

• CRM experience with Salesforce and Gainsight or similar.
• Great interpersonal skills with a positive attitude.
• Resourcefulness and independent problem-solving ability.
• Intermediate-to-advanced proficiency with Excel.

General Attributes

• Self-motivated with a strong team attitude.
• Operates with a high level of empathy and integrity.
• Process oriented.
• Strong work ethic and impeccable integrity.
• Adaptable to fast change.
• Innovative business and technical problem solver.
• Customer advocate.

Salary: This position offers a base pay range of $90,000-$100,000 USD.

Location: Hybrid and flexible model; will spend 1-2 days in our Atlanta office.

Additional Information

• Values and Life at Xplor: Make life simple; Build for people; Move with purpose; Create lasting communities.
• Perks include parental leave, volunteer days, learning resources, diversity & inclusion initiatives, mental health support, and flexible working arrangements.
• EEO and AI notice: Equal Employment Opportunity employer; we provide reasonable accommodations and do not rely on AI to make final hiring decisions.

To apply, please submit your resume and include the word "moonshot" at the top of your message to the Hiring Manager.