Manager, Customer Success — SMB & Enterprise Growth

Kids Count Too, Inc.; Cincinnati (OH); On-site; USD 118,000 - 140,000; Full time

Job summary

STACK is building a Manager, Customer Success to create a service-managed CS function from the ground up. You will lead a pod of 11 CSMs, overseeing both pooled single-seat accounts and two named books, with a focus on renewals, expansion, and demonstrated value for customers.

You will report to the VP of Customer Success and shape segmentation, playbooks, and cross-functional collaboration with Sales and Support, all in a remote-first environment.

Qualifications

• 3+ years managing a Customer Success or Account Management team.
• Track record of meeting/beatting retention, renewal and growth targets.
• Strong coaching skills and people development.
• Comfort operating without fully built tooling or process.
• Comfort with data; reading dashboards and spotting trends.
• Strong cross-functional partner with Sales on segmentation and CS Ops on tooling.
• Clear, confident communication with customers, team and partners.
• Experience in construction, real estate, or vertical SaaS is a plus.

Responsibilities

• Pooled Queue Management across 4000+ single-seat accounts.
• Named Book Oversight with two named books and renewal/expansion motion.
• Team Leadership: hire, onboard, coach, and manage 11 CSMs; set goals and conduct 1:1s.
• Define SMB vs Enterprise coverage as the book grows.
• Own renewal and expansion targets for the portfolio; address at-risk accounts.
• Build and refine playbooks, health scoring, and workflows for scalable management.
• Coordinate with Sales, CS Ops, and Support for smooth handoffs and escalations.
• Develop forecasting, pod stand-ups, and QBWs to establish a repeatable function.

Skills

Team leadership

Coaching

Segmentation

Forecasting

Cross-functional collaboration

Customer success management

Data-driven decisions

Job description

STACK is building a Manager, Customer Success to create a service-managed CS function from the ground up. You will lead a pod of 11 CSMs, overseeing both pooled single-seat accounts and two named books, with a focus on renewals, expansion, and demonstrated value for customers.

You will report to the VP of Customer Success and shape segmentation, playbooks, and cross-functional collaboration with Sales and Support, all in a remote-first environment.