Manager, Customer Success

Exostar India Pvt Ltd; Herndon, Cincinnati (VA, OH); Hybrid; USD 150,000 - 175,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Flexible time off

Job summary

Exostar is seeking a Manager of Customer Success to lead the SMB team using Exostar Managed on Microsoft 365 and CMMC Ready Suite solutions. You will hire, coach, and develop CSMs, align delivery and sales to drive adoption, retention, and expansion.

In this hands-on leadership role, you will design engagement models, establish success plans, monitor portfolio health, and partner across functions to ensure customers realize value and achieve renewal readiness.

Qualifications

• 5+ years in customer success, account management, or related post-sale roles supporting SaaS, managed IT, or cybersecurity solutions, including at least 2 years of direct people management.
• Experience leading a team serving SMB customers, with a record of improving adoption, retention, and customer experience across a portfolio of accounts.
• Demonstrated ability to hire, coach, evaluate, and develop customer-facing employees while holding the team accountable for measurable results.
• Experience building repeatable customer lifecycle processes and scalable engagement programs, including customer segmentation, onboarding handoffs, health scoring, and renewal risk management.
• Ability to use customer and commercial data to identify trends, forecast risk, prioritize team activity, and communicate performance to leadership.
• Working familiarity with Microsoft 365 collaboration tools, including Teams and SharePoint, and foundational concepts in identity, access management, and secure information sharing.
• Foundational understanding of Controlled Unclassified Information (CUI), CMMC, and NIST SP 800-171, with the ability to coach customer conversations and engage qualified specialists.
• Strong communication, cross-functional leadership, and escalation management skills, including the ability to explain technical topics to business owners and customers with limited IT resources.
• Experience using CRM, customer success, and support systems to manage team workflows, customer health, and reporting.

Responsibilities

• Lead SMB Customer Success team, set goals, coach, and develop plans.
• Translate SMB objectives into team priorities for adoption, retention, satisfaction, and expansion.
• Design engagement model with segmentation, coverage, cadence, and escalation paths.
• Establish success plans, onboarding handoffs, and adoption milestones; work with delivery to remove barriers.
• Build lifecycle programs: communications, administrator training, office hours, webinars, resources, renewal prep.
• Run portfolio health and renewal risk reviews; coach on recovery plans and elevate barriers to leadership.
• Own renewal readiness and retention forecasts; partner with Sales on renewals and expansion opportunities.
• Serve as escalation point; coordinate Support, Operations, and other teams for resolutions.
• Equip CSMs to explain capabilities; coordinate with technical/compliance specialists for readiness milestones.
• Manage capacity and assignments; recommend staffing/tools and process improvements.
• Establish CRM and reporting standards; maintain dashboards and feed feedback to Product/Leadership.

Skills

Customer success

People management

SaaS experience

Renewal management

CRM systems

Microsoft 365

Security/compliance basics

Cross-functional leadership

Communication

Job description

Exostar is seeking a Manager of Customer Success to lead the team serving small and medium-sized businesses using Exostar Managed on Microsoft 365 and CMMC Ready Suite solutions. You will be accountable for team performance, customer adoption, and retention across the SMB business line, helping defense suppliers make secure collaboration part of everyday work and progress toward CMMC readiness.

This is a hands-on people leadership role. You will hire and coach Customer Success Managers, establish consistent operating practices, and build programs that serve a growing customer base efficiently. Working with Sales, Solutions Consulting, Onboarding, Professional Services, Product, Support, and Operations, you will align the team around customer outcomes and sustainable growth.

• Lead, hire, onboard, and develop the SMB Customer Success team. Set clear goals and performance expectations, provide regular coaching and feedback, and build individual development plans.
• Translate SMB business objectives into team priorities for adoption, retention, customer satisfaction, and expansion. Review results with leadership and take action where performance falls short.
• Design the SMB customer engagement model, including account segmentation, coverage, outreach cadence, and escalation paths. Balance individual attention with group education and digital engagement.
• Establish consistent success plans, onboarding handoffs, and adoption milestones. Partner with delivery teams to remove activation barriers and shorten the time to customers’ first productive use.
• Build repeatable lifecycle programs, including welcome communications, administrator training, office hours, webinars, self-service resources, and renewal preparation. Use engagement and usage data to refine these programs.
• Run regular portfolio health and renewal risk reviews. Coach CSMs on recovery plans, ensure actions have clear owners, and elevate recurring barriers to the appropriate leaders.
• Own the Customer Success contribution to renewal readiness and retention forecasting. Partner with Sales on renewal execution and qualified expansion opportunities based on customer needs and realized value.
• Serve as the management escalation point for customer concerns. Coordinate Support, Operations, and other teams on resolution plans, customer communications, and follow-up to prevent repeat issues.
• Equip CSMs to explain purchased solution capabilities, approved CUI workflows, and shared responsibilities. Coordinate technical and compliance specialists to support readiness milestones within the customer’s contracted services.
• Manage team capacity and account assignments using portfolio size, customer complexity, lifecycle stage, and workload. Recommend staffing, tools, and process changes that support service quality and efficiency.

Establish CRM and customer success reporting standards. Maintain reliable dashboards and bring recurring customer feedback to Product and leadership to improve the SMB experience.

Qualifications: You are a great fit for this role if you

Required:

• 5 or more years of experience in customer success, account management, or related post-sale roles supporting SaaS, managed IT, or cybersecurity solutions, including at least 2 years of direct people management.
• Experience leading a team serving SMB customers, with a record of improving adoption, retention, and customer experience across a portfolio of accounts.
• Demonstrated ability to hire, coach, evaluate, and develop customer-facing employees while holding the team accountable for measurable results.
• Experience building repeatable customer lifecycle processes and scalable engagement programs, including customer segmentation, onboarding handoffs, health scoring, and renewal risk management.
• Ability to use customer and commercial data to identify trends, forecast risk, prioritize team activity, and communicate performance to leadership.
• Working familiarity with Microsoft 365 collaboration tools, including Teams and SharePoint, and foundational concepts in identity, access management, and secure information sharing.
• Foundational understanding of Controlled Unclassified Information (CUI), CMMC, and NIST SP 800-171, with the ability to coach customer conversations and engage qualified specialists.
• Strong communication, cross-functional leadership, and escalation management skills, including the ability to explain technical topics to business owners and customers with limited IT resources.
• Experience using CRM, customer success, and support systems to manage team workflows, customer health, and reporting.

Preferred Qualifications:

You are exactly who we are looking for if you:

• Experience supporting aerospace and defense suppliers, the Defense Industrial Base, or other regulated SMB markets.
• Familiarity with Microsoft 365 GCC High, managed secure environments, virtual desktops, or managed security services.
• Exposure to CMMC readiness programs, shared responsibility models, policy management, evidence collection, and assessment preparation.
• Experience scaling an SMB customer success function, improving the cost to serve, or implementing automation and customer education programs.

Location: Herndon, VA, Cincinnati, OH, (Hybrid- 3x/week)

Remote Locations:

NC, GA, TX, NJ, PA, IL, DC, MD, OH, FL, SC, CO, IN, WA, NV, CA, MA

The annual base salary range for this position is $150,000k - $175,000k/yr; plus, eligibility for variable commission compensation, however, the final compensation will be determined based on factors including experience, skills, qualifications, and location. Exostar also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, EAP, Flexible Spending Accounts, 401(k) matching, flexible time off and sick leave).

About Exostar

Exostar - The Company:

Exostar’s cloud-based platforms create exclusive communities within the Aerospace and Defense, Life Sciences, and other highly regulated industries where members securely collaborate, share information, and operate compliantly. Within these communities we build trust. By analyzing community data, we provide insights and intelligence, enabling organizations to make better, timelier decisions, to mitigate risk, and operate more efficiently.

• We believe in employee development: we promote internally and provide training and educational assistance
• We provide a fun, engaged workplace, with social and community-building events
• We offer comprehensive benefits and flexible time off plans

Exostar is an Equal Opportunity Employment Employer. The company provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, marital status, disability status or genetic information. Exostar is committed to providing equal employment opportunities for all persons in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.