Manager, Customer Success

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health & well-being

Flexible PTO

Equity & ESPP

Growth funding

Parental leave

ERGs

Job summary

Ladders is seeking a Manager of Customer Success to lead a remote, U.S.-based team focused on optimizing software adoption, client satisfaction, and long-term value for customers. The role partners with executives to align priorities and coach managers across the customer journey.

The position emphasizes high-touch customer relations, coaching, and process improvements to ensure a consistent experience and effective escalation handling.

Qualifications

• 5-7 years leading customer-facing teams in software/tech.
• Proven ability to drive software adoption and manage customer relationships.
• Experience with cloud technologies and security testing concepts.

Responsibilities

• Lead a team focused on customer adoption and satisfaction.
• Coach team members through feedback and career development.
• Partner with leadership to define team goals and align priorities.
• Manage staffing and resource assignments to meet customer needs.
• Develop senior-level customer relationships and support team partnerships.
• Collaborate with internal teams to ensure a consistent customer experience.
• Support customers during escalations and coordinate effective responses.
• Improve team processes and oversee initiatives tied to key objectives.

Skills

Leadership

Customer-facing

Software adoption

Agile

Cloud platforms

Executive communication

Coaching

Job description

For our client, we are seeking a Manager, Customer Success to join the team of a leader in the Information Technology space.

This role will lead a customer-facing team focused on driving adoption, satisfaction, and long-term value for software customers. The manager will partner closely with leadership and internal stakeholders to align priorities, strengthen customer relationships, and ensure a consistent experience across the customer journey. This position also plays a key role in coaching the team, improving processes, and supporting escalations with a thoughtful, high-touch approach.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 – $130,000 annually

Responsibilities

• Lead a team focused on customer adoption and satisfaction
• Coach team members through feedback and career development
• Partner with leadership to define team goals and align priorities
• Manage staffing and resource assignments to meet customer needs
• Develop senior-level customer relationships and support team partnerships
• Collaborate with internal teams to ensure a consistent customer experience
• Support customers during escalations and coordinate effective responses
• Improve team processes and oversee initiatives tied to key objectives

Qualifications

• 5-7 years of experience leading customer-facing teams in software or technology sectors
• Proven ability to drive software adoption and manage customer relationships effectively
• Strong understanding of software development lifecycle and agile methodologies
• Familiarity with cloud technologies like AWS, GCP, or Azure, and security testing concepts
• Excellent skills in translating strategy into actionable initiatives and managing competing priorities
• Experience leading distributed teams and engaging with senior executives
• Strong communication and coaching abilities, with a focus on empathy and trust

Benefits

• Comprehensive health, financial, and well-being support
• Flexible Paid Time Off policy
• Access to Team Member Resource Groups
• Equity compensation and employee stock purchase plan
• Growth and development funding
• Parental leave support

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.