Manager, Customer Success

ChurnZero, Inc; Washington (District of Columbia); Remote; USD 120,000 - 135,000; Full time

Job summary

An innovative firm is seeking a Manager of Customer Success to lead a dynamic team dedicated to enhancing customer retention and satisfaction. This remote opportunity offers a chance to leverage an industry-leading platform to drive customer growth and operational efficiency. You'll mentor a high-performing team, engage with senior executives, and contribute to strategic initiatives that elevate the customer experience. Join a recognized leader in customer success and make a significant impact in a collaborative environment focused on excellence and continuous improvement.

Qualifications

• 7+ years in Customer Success or Account Management, preferably in SaaS.
• 3+ years managing teams with proven mentoring experience.

Responsibilities

• Lead and develop a high-performing team to drive retention and satisfaction.
• Collaborate with cross-functional teams to enhance customer outcomes.

Skills

Customer Success Management

Account Management

Mentoring

Strategic Thinking

Problem Solving

Stakeholder Management

Education

Bachelor's Degree

Tools

ChurnZero

Job description

Calling all Managers of Customer Success! ChurnZero is looking for a passionate, results-oriented individual to join our award-winning team. In this role, you'll learn and leverage an industry-leading customer growth platform to empower customers to increase revenue and retention, accelerate their impact, and deliver the best possible experience to their customers. Led by Chief Customer and Product Officer Abby Hammer, one of 2024's Top CS Strategists, you'll have a career-defining opportunity to join a team named 'Top Customer Success Team of 2024' and consistently celebrated for excellence in customer value and partnership by SIIA CODiE, Appealie Awards, and Customer Success Collective. Join the ChurnZero customer success team and become an integral part of the journey.

Job Title: Manager, Customer Success
Classification: Exempt
Reports to: Vice President, Customer Success
Location: Remote, US-based
Target OTE: OTE range of $120,000 to $135,000.

Key Responsibilities:

• Partner with Enablement to recruit and train CSMs to develop high-performing teams.
• Lead, mentor, and develop a high-performing team of CSMs to drive customer retention, expansion, and satisfaction.
• Foster a culture of accountability, collaboration, and continuous learning within the team.
• Serve as a key escalation point for complex customer challenges, ensuring timely resolution and positive outcomes.
• Own and drive GRR and NRR objectives, ensuring the team meets or exceeds targets.
• Provide accurate forecasting of renewals and expansions, ensuring data integrity and predictability in revenue performance.
• Partner with leadership on strategic initiatives to enhance customer success operations, product adoption, and overall customer experience.
• Collaborate cross-functionally with Implementation, Solutions Engineering, Sales, Product, and Marketing teams to drive customer outcomes and improve the ChurnZero platform based on customer insights.
• Contribute to high-impact projects that support scalability, operational efficiency, and customer success innovation.
• Monitor and optimize customer health scoring, renewal pipeline, and expansion opportunities.
• Standardize and enforce key processes, including customer onboarding, QBRs, and renewal playbooks.
• Track and report on key performance metrics, leveraging insights to refine team strategy and execution.

Qualifications:

• 7+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in SaaS.
• 3+ years of experience managing and leading people, with a proven ability to mentor and develop high-performing teams.
• Demonstrated track record of achieving and exceeding retention (GRR) and expansion (NRR) targets, with experience in forecasting and pipeline management.
• Strong strategic thinking and problem-solving skills, with the ability to balance customer needs and business objectives.
• Excellent communication and stakeholder management skills, with experience engaging with senior executives and cross-functional teams.
• ChurnZero experience is strongly preferred, with a deep understanding of how to leverage the platform for customer success and retention.

About ChurnZero

ChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.