Manager II, Customer Success

Ladders; United States; Remote; USD 126,000 - 190,000; Full time

Benefits offered by this job

Remote‑friendly

Development stipend

Health & parental leave

Bonuses & equity

Competitive compensation

Job summary

Ladders is seeking a Manager II, Customer Success to lead a high-impact customer success function in a remote setting. The role focuses on retention, expansion, and product adoption across a large portfolio, shaping segmentation and team operations in collaboration with Sales.

The role requires hands-on leadership in escalations, team development, and leveraging AI/automation to improve productivity and scale. Strong analytical, leadership and strategic thinking are essential.

Qualifications

• 5+ years of experience in Customer Success or Account Management.
• 2+ years leading teams of customer success managers with large portfolios.
• Experience redesigning digital customer success models to improve retention.
• Proven track record of driving retention and expansion outcomes.
• Strong analytical skills for data-driven decision-making.
• Ability to lead effectively in fast-paced, ambiguous environments.

Responsibilities

• Develop customer segmentation strategies to improve engagement
• Drive retention as a core focus in customer success decision‑making
• Collaborate with Sales to support account growth and expansion
• Enhance product adoption through customer success initiatives
• Hire and manage a team of customer success managers handling large account portfolios
• Increase team productivity through the use of AI and automation
• Lead critical customer escalations directly when needed

Skills

Customer Success

Account Management

Team Leadership

Data Analytics

AI & Automation

Tools

AI & Automation

Job description

For our client, we are seeking a Manager II, Customer Success to join the team of a leader in the Enterprise Technology space.

This role will lead a customer success function focused on retention, expansion, and product adoption across a large portfolio of accounts. The manager will shape segmentation strategies, improve how the team operates, and partner closely with Sales to support account growth. It also calls for hands‑on leadership in escalations, team development, and the use of AI and automation to improve productivity and scale.

Location: Remote

Compensation: $125,902 – $190,440 annually

Responsibilities

• Develop customer segmentation strategies to improve engagement
• Drive retention as a core focus in customer success decision‑making
• Collaborate with Sales to support account growth and expansion
• Enhance product adoption through customer success initiatives
• Hire and manage a team of customer success managers handling large account portfolios
• Increase team productivity through the use of AI and automation
• Lead critical customer escalations directly when needed

Qualifications

• 5+ years of experience in Customer Success or Account Management
• 2+ years of experience managing teams of customer success managers with large portfolios
• Experience redesigning digital customer success models to improve retention
• Proven track record of driving retention and expansion outcomes
• Strong analytical skills for data‑driven decision‑making
• Ability to lead effectively in fast‑paced, ambiguous environments

Benefits

• Flexible remote work model
• Professional development stipend
• Comprehensive health and parental leave plans
• Performance‑based bonuses and equity opportunities
• Above‑market total compensation for top performers

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.