Manager, Customer Success (Enterprise)

Swooped; United States; Remote; USD 102,000 - 169,000; Full time

Job summary

Swooped is seeking a seasoned leader to direct the Americas Customer Success team, driving scalable engagement and maximum customer value. The role oversees deployment, adoption, renewal, and satisfaction across a high-volume customer base.

You will recruit and mentor the CS team, build value-based plans, and partner with sales, operations, marketing, support, and product management to ensure seamless handoffs and sustained growth.

Qualifications

• Cybersecurity experience is required.
• 5+ years of experience managing a team.
• 7+ years in a customer-facing role at a B2B tech company (CSM/AM).
• Proven track record partnering with sales, support, product, and engineering to drive outcomes.
• Ability to lead across enterprise customers and travel up to 25%.

Responsibilities

• Recruit and lead an Americas Customer Success team to improve customer value.
• Establish value-based plans and KPIs for the CS team.
• Create a scalable engagement model for high-volume customers.
• Develop the customer success playbook and map customer journeys.
• Optimize CS operational platforms to enhance workflows.

Skills

Cybersecurity experience

Team management

Customer success leadership

Cross-functional collaboration

Data-driven decision making

Job description

This leadership role directs the Americas Customer Success team, focusing on a highly scalable and efficient engagement model for a high volume of customers. The role guides engagement across the full customer lifecycle—from deployment and adoption through renewal to maximize customer value and drive satisfaction. Key duties include building team structure and partnering across sales, operations, marketing, support, and product management.

Key Responsibilities

• Recruit and lead an Americas Customer Success team to enhance customer experience and grow customer value.
• Establish value-based plans and set frameworks for meeting customer success team objectives and KPIs.
• Help create a scalable engagement model that supports high customer volumes while maintaining critical touchpoints.
• Develop the customer success playbook, mapping customer journeys to pinpoint peak satisfaction and critical milestones across the solution set.
• Optimize the Customer Success operational platform to enhance team workflows and overall effectiveness.
• Collaborate cross-functionally with onboarding, sales, support, product operations, and renewals to ensure seamless handoffs.
• Sustain growth and profitability by maximizing value, driving product usage and adoption, upselling services, and reducing churn.
• Analyze customer data to articulate value and implement experience improvements.

Qualifications

• Cybersecurity experience a must
• 5+ years of experience managing a team
• 7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company
• Proven track record of working with customers to drive success aligned with business goals successfully working with customers across the Enterprise segment
• Track record of working closely with regional sales leadership and partnering with support, product, and engineering teams to resolve customer issues and drive product improvements
• A passion for teaching, developing, and growing others
• Strong customer-facing, cross-functional, relationship-building skills
• Ability to identify, analyze and find creative solutions to complex problems
• Capable of handling competing priorities and projects in a fast-paced environment
• High energy, self-starter comfortable with ambiguity in entrepreneurial environments
• Ability to identify bottlenecks within internal processes, and recommend solutions
• Must be willing to travel 25%

Work Arrangement and Eligibility

This position is remote within the United States. Candidates must reside in and be authorized to work in the United States.

Compensation and Benefits

In the United States, the base salary for this role ranges from $101,600 to $168,800. Additional compensation includes bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range depends on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.

Equal Opportunity and Accommodations

The hiring organization evaluates all candidates based on job-related skills, qualifications, and experience, and is committed to providing equal employment opportunities consistent with applicable laws and regulations. Applicants with diverse experiences, perspectives, and backgrounds are welcomed.

Candidates who require a reasonable accommodation during any stage of the recruitment process may request one. Any information shared will be used only for the purpose of evaluating and providing the requested accommodation.