Manager of Customer Success

Katapult; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k)

Generous PTO

High-end equipment

International team events

Job summary

Katapult is seeking a Commercial Customer Success Team Lead to guide a growing US team and own strategic client relationships as the company scales its SaaS platform for distributed teams.

You will coach CS specialists, drive renewals and expansions, partner with Sales and Product, and shape our customer-first playbooks while managing a hands-on portfolio in a fast-paced, high-growth environment.

Qualifications

• 3+ years of lead experience in Customer Success or a SaaS role.
• Strong commercial mindset with renewals and revenue growth.
• Experience with enterprise customers and multiple stakeholders.
• Analytical, organized and comfortable with CRM and project management tools.

Responsibilities

• Lead and coach a team of Customer Success Managers
• Manage your own portfolio of strategic customers
• Drive renewals, expansions and upsell opportunities
• Handle complex customer escalations and executive stakeholders
• Improve Customer Success processes, playbooks and performance metrics
• Lead cross-functional projects with Sales, Product and Operations
• Build a high-performing, customer-first culture

Skills

Lead experience

Commercial mindset

Enterprise customers

CRM proficiency

Scale-up mindset

Job description

Manager, Customer Success (Commercial) – High-Growth SaaS Scale-up

Looking to step into a leadership role where you can genuinely shape a Customer Success function?

We’re hiring a Commercial Customer Success Team Lead for one of Europe’s fastest-growing SaaS scale-ups, now rapidly expanding in the US. Already supporting 50,000+ users across 100+ countries, this company is transforming how global businesses manage IT equipment for distributed teams.

This is a player-coach role where you’ll lead a high-performing team while managing your own strategic customer portfolio.

What You’ll Be Doing

You’ll be responsible for driving customer retention, expansion and team performance. From coaching your CSMs and handling strategic customer relationships to improving processes and leading key initiatives, you’ll play a major role in the next phase of growth.

Your Responsibilities

• Lead and coach a team of Customer Success Managers


• Manage your own portfolio of strategic customers


• Drive renewals, expansions and upsell opportunities


• Handle complex customer escalations and executive stakeholders


• Improve Customer Success processes, playbooks and performance metrics


• Lead cross-functional projects with Sales, Product and Operations


• Build a high-performing, customer-first culture

Who You Are

• 3+ years of lead experience in Customer Success, Account Management or another client-facing SaaS role


• Strong commercial mindset with experience around renewals and revenue growth


• Experienced working with enterprise customers and multiple stakeholders


• Analytical, organised and comfortable working with CRM and project management tools


• Thrive in fast-paced scale-up environments

Why This Role?

• Join one of Europe’s most exciting SaaS scale-ups, recognised as a Top 10 Start-up


• Own both team leadership and strategic customer relationships


• Huge opportunity to influence the future of the Customer Success organisation


• 401(k), generous PTO, high-end equipment and regular international team events