Manager, Customer Success – Enterprise & Strategic

Search Partner Group, LLC; Austin (TX); On-site; USD 150,000 - 180,000; Full time

Job summary

Search Partner Group, LLC is seeking a hands-on Customer Success leader to manage a team of 8–10 Enterprise and Strategic Customer Success Managers in Austin. This role focuses on developing high-performing teams, driving retention and renewals, and strengthening relationships with enterprise customers.

You will partner with Sales, Product, and Support to define account strategies, monitor GRR/NRR/ARR, and implement scalable CS processes.

Qualifications

• 3–5+ years of people-management experience
• Strong CS experience in B2B SaaS or enterprise software
• Experience supporting Enterprise and/or Strategic customers
• Proven success driving customer retention and renewals
• Strong understanding of GRR, NRR, ARR, customer health, and SaaS metrics

Responsibilities

• Lead, coach, and develop a team of Enterprise and Strategic Customer Success Managers
• Drive customer retention, renewals, adoption, value realization, and overall account health
• Develop proactive retention and renewal strategies for complex enterprise accounts
• Establish and monitor key performance metrics like GRR, NRR, ARR, renewal rates
• Coach team on engagement, risk mitigation, Success Plans, and exec-level relationships
• Manage performance and develop high performers
• Help build and improve CS processes, playbooks, and operating practices
• Partner with Sales, Renewals, Product, and Support on account strategy and escalations
• Build relationships with VP and C-level executives

Skills

People management

Customer Success

B2B SaaS

Executive relationships

Renewals

Tools

Gainsight

Gong

Aviso

Salesforce

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 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 how to develop high-performing CSM teams, drive customer retention and renewals, strengthen enterprise relationships, and build scalable Customer Success processes. The 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 retention, renewals, adoption, value realization, and overall account health
• Develop proactive retention and renewal strategies for complex enterprise accounts
• Establish and monitor key performance metrics, including GRR, NRR, ARR, renewal rates, and customer health
• Coach team members on customer engagement, risk mitigation, Success Plans, and executive-level relationships
• Manage performance, including developing high performers and addressing underperformance
• Help build and improve Customer Success processes, playbooks, and operating practices
• Partner closely with Sales, Renewals, Product, and Support on account strategy, escalations, and customer needs
• Build strong relationships with senior customer stakeholders, including VP and C-level executives

What We're Looking For

• 3–5+ years of people-management experience, ideally directly managing Customer Success Managers
• Strong Customer Success experience within B2B SaaS or enterprise software
• Experience supporting Enterprise and/or Strategic customers
• Proven success driving customer retention and renewals
• Strong understanding of GRR, NRR, ARR, customer health, and SaaS account economics
• Experience coaching and developing teams and effectively managing performance
• Strong understanding of the customer buying cycle and proactive renewal planning
• Experience working with senior executives and complex enterprise customers
• A hands-on, resourceful, and "scrappy" leadership style with the ability to operate effectively in an evolving environment

Highly Preferred

• Experience leading customers through an on-premises-to-SaaS transformation
• Background in identity security, cybersecurity, data management, enterprise infrastructure, or the Microsoft ecosystem
• Experience building or improving Customer Success processes and playbooks
• Experience with Customer Success platforms and CRM technologies 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 $150,000–$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 join a growing Customer Success organization during an important stage of its development. You'll have the ability to shape processes, develop the team, influence retention strategy, and help enterprise customers navigate significant technology transformation.

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