Manager, Customer Success - Enterprise & Strategic

Search Partner Group; Austin (TX); Hybrid; USD 153,000 - 180,000; Full time

Job summary

Search Partner Group, LLC is seeking a seasoned Customer Success leader to manage a team of 8–10 Enterprise and Strategic CSMs in a hands-on leadership role. You will drive adoption, retention and expansion across high-value accounts, coaching teams to engage at the VP and C-level and to deliver measurable business value.

The ideal candidate excelles at strategic conversations, building playbooks, and aligning technology with client outcomes in a fast-growing B2B environment.

Qualifications

• Minimum 3–5 years of people-management experience.
• Hands-on customer success leadership for enterprise/strategic accounts.
• Proven success driving adoption, retention and renewals in B2B SaaS.
• Ability to develop executive-level relationships (VP/CSA) and business value.
• Strong business acumen; translate technology into outcomes.

Responsibilities

• Lead, coach and develop a team of Enterprise & Strategic CSMs.
• Drive adoption, value realization, retention, renewals and expansion.
• Develop Success Plans aligning technology with business outcomes.
• Create proactive renewal/retention strategies for complex accounts.
• Establish KPIs: GRR, NRR, ARR, health and renewal rates.
• Engage with VP/C-level execs to deepen relationships.
• Collaborate with Sales, Product, Support and Renewals on strategy.
• Identify risks early and implement mitigation and playbooks.

Skills

People management

Enterprise SaaS

Customer success

Coaching

Executive engagement

Strategic thinking

Tools

Gainsight

Salesforce

Gong

Aviso

Job description

Manager, Customer Success – Enterprise & Strategic

Location: Austin, TX

Compensation: $150,000–$180,000 OTE

About the Opportunity

We are seeking an experienced Customer Success leader to manage and develop a team of approximately 8–10 Enterprise and Strategic Customer Success Managers for a growing B2B technology organization. This is a hands‑on leadership role for someone who knows what exceptional Customer Success looks like and can raise the performance of a team supporting complex, high‑value enterprise customers. The right leader will coach CSMs to move beyond traditional account coordination and become strategic customer advisors who understand business challenges, connect technology to desired outcomes, build executive relationships, drive adoption and protect customer retention. The Customer Success organization is continuing to evolve, making this an excellent opportunity for a leader who enjoys building, improving and creating structure, rather than simply inheriting established processes.

What You'll Do

• Lead, coach and develop a team of Enterprise and Strategic Customer Success Managers
• Drive customer adoption, value realization, retention, renewals, expansion and overall account health
• Coach CSMs to understand customers' business challenges and develop Success Plans connecting technology solutions to desired business outcomes
• Develop proactive retention and renewal strategies for complex, high-value enterprise accounts
• Establish and manage key performance metrics, including GRR, NRR, ARR, renewal rates, adoption and customer health
• Coach CSMs to develop relationships beyond day-to-day contacts and effectively engage VP and C-level executives
• Build a team capable of conducting credible business and technology conversations with sophisticated enterprise customers
• Identify customer risk early and develop effective mitigation strategies
• Manage team performance, including developing high performers, addressing underperformance and creating a culture of accountability
• Build and improve Customer Success processes, playbooks, KPIs and operating practices
• Partner closely with Sales, Renewals, Product, Support and other teams on customer strategy, escalations and growth opportunities

What We're Looking For

• 3–5+ years of people-management experience, ideally directly managing Customer Success Managers
• Hands‑on Customer Success experience with a strong understanding of what distinguishes strategic Customer Success from traditional account management, support or project coordination
• Strong background within B2B SaaS, enterprise software or enterprise technology
• Experience leading CSMs supporting Enterprise and/or Strategic customers
• Proven success driving adoption, customer retention and renewals
• Strong understanding of GRR, NRR, ARR, customer health, value realization and SaaS account economics
• Demonstrated ability to coach, develop and hold team members accountable for measurable results
• Experience developing proactive renewal and retention strategies for complex accounts
• Strong business acumen and the ability to understand customer challenges and connect technology solutions to business outcomes
• Experience developing relationships with VP and C-level executives in complex enterprise organizations
• Sufficient technical aptitude to credibly engage customers around enterprise technology and product use cases
• A hands‑on, resourceful and scrappy leadership style with the ability to thrive in an evolving environment

Highly Preferred

• Experience leading customers or Customer Success teams through an on-premises-to-SaaS transformation
• Background in identity security, cybersecurity, data management, enterprise infrastructure or the Microsoft ecosystem
• Experience with technologies related to Active Directory and/or Entra ID
• Experience building or transforming Customer Success organizations, processes and playbooks
• Experience with Customer Success and CRM platforms such as Gainsight, Gong, Aviso and Salesforce

Location

Candidates located in Austin, TX who can work onsite are strongly preferred. Exceptional Austin candidates requiring some onsite flexibility may also be considered. Qualified Dallas/Fort Worth candidates may be considered for a remote arrangement with approximately monthly travel to Austin.

Compensation

The anticipated compensation range is $153,000–$180,000 OTE, with an approximate 80% base / 20% variable structure. Variable compensation is tied to team retention performance.

Why This Opportunity?

This is an opportunity to play an important leadership role in the evolution of a growing Customer Success organization. You'll have the opportunity to develop the team, raise the level of strategic customer engagement, shape Customer Success processes, strengthen retention and adoption, and help enterprise customers realize greater value from their technology investments. The environment is ideal for a leader who enjoys building and improving, is comfortable rolling up their sleeves, and wants to make a measurable impact on both customer outcomes and team performance.

Applicants must be legally authorized to work in the United States without employer sponsorship now or in the future.