Manager of Customer Success

WeBox; San Jose (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

WeBox in San Jose, CA is seeking an experienced Manager of Customer Success to lead and grow our CS team.

You will drive accountability toward team and individual goals, ensure customers receive a consistently high level of service and support, and coach team members on the right processes, establish clear expectations, monitor performance and customer outcomes, and step in to support escalations or complex account situations when needed.

Qualifications

• Experience leading customer success teams and driving measurable outcomes.
• Proven ability to scale processes and drive customer retention and growth.
• Hands-on leadership with ability to coach and develop a high-performing team.

Responsibilities

• Lead, manage, and develop the Customer Success team, providing ongoing coaching, guidance, and support.
• Establish clear team goals, priorities, expectations, and processes to drive consistent execution.
• Monitor individual and team performance to ensure Customer Success goals and KPIs are met.
• Hold team members accountable for customer retention, account growth, client engagement, and overall customer experience.
• Guide CS team toward best practices for managing customer accounts.
• Coach team members on client communication, relationship management, renewals, and growth opportunities.
• Identify performance gaps and provide actionable coaching to improve results.
• Develop and improve CS processes, workflows, playbooks, and operating standards as the team scales.
• Oversee key customer accounts and provide strategic guidance on high-value or at-risk accounts.
• Identify risks and opportunities using customer and operational data.
• Partner with Sales and Operations for smooth onboarding and ongoing account management.
• Support the team in resolving escalated issues and ensure follow-through.
• Drive strategies to improve customer retention, satisfaction, engagement, and growth.
• Maintain regular client touchpoints, including virtual meetings and QBRs.
• Support client networking events and engagement programs to strengthen relationships.
• Provide leadership with visibility into CS performance, risks, and growth opportunities.

Skills

People leadership

Coaching

Account management

Customer retention

Data-driven

Strategic thinking

Communication

Prioritization

Job description

About Our Company

WeBox is the leading intelligent marketplace delivering personalized group orders.

WeBox is driven by three core principles: customers first, value the strivers, and build with partners.

Our Mission

Deliver Happiness

Our Vision

By 2032, we will achieve $1 billion in revenue by leveraging technology to become a leading provider of intelligent and sustainable solutions for group orders.

Job Summary

WeBox is seeking an experienced, customer-focused, and results-driven Manager of Customer Success to lead and develop our Customer Success team.

In this role, you will be responsible for managing the Customer Success team, driving accountability toward team and individual goals, and ensuring customers receive a consistently high level of service and support. You will coach and guide team members on the right processes, establish clear expectations, monitor performance and customer outcomes, and step in to support escalations or complex account situations when needed.

You will work closely with Sales, Operations, and other internal teams to strengthen customer retention, grow existing accounts, improve Customer Success processes, and ensure successful execution across the customer lifecycle.

The ideal candidate is a hands-on leader with strong Customer Success or Account Management experience who knows how to coach a team, establish scalable processes, and drive measurable results in a fast-paced, high-growth environment.

Core Responsibilities

• Lead, manage, and develop the Customer Success team, providing ongoing coaching, guidance, and support
• Establish clear team goals, priorities, expectations, and processes to drive consistent execution
• Monitor individual and team performance to ensure Customer Success goals and KPIs are being achieved
• Hold team members accountable for customer retention, account growth, client engagement, and overall customer experience
• Guide Customer Success team members toward the correct processes and best practices for managing customer accounts
• Coach team members on client communication, relationship management, QBRs, account strategy, renewals, retention, and growth opportunities
• Identify performance gaps and provide clear, actionable coaching to improve results
• Develop and improve Customer Success processes, workflows, playbooks, and operating standards as the team scales
• Oversee key customer accounts and provide strategic guidance on complex, high-value, or at-risk accounts
• Proactively identify customer risks, trends, and opportunities using customer and operational data
• Partner with Sales and Operations to ensure a smooth transition from customer acquisition through onboarding and ongoing account management
• Support the team in resolving escalated customer issues and ensure appropriate follow-through
• Drive strategies to improve customer retention, satisfaction, engagement, and account growth
• Ensure the team maintains regular client touchpoints, including virtual meetings, onsite visits, and Quarterly Business Reviews (QBRs)
• Support client networking events, appreciation initiatives, and engagement programs to strengthen customer relationships
• Provide leadership with visibility into Customer Success performance, key risks, customer feedback, and growth opportunities

Key Skills

• Strong people leadership, coaching, and team development skills
• Strong sense of ownership, accountability, and urgency
• Ability to set clear expectations and hold a team accountable for results
• Customer-first mindset with strong relationship-building skills
• Data-driven approach to measuring performance and identifying opportunities
• Strong understanding of customer retention, account management, and account growth
• Ability to develop structured, repeatable Customer Success processes
• Clear and strategic thinker with strong problem-solving skills
• Excellent written and verbal communication skills
• Ability to manage competing priorities in a fast-paced environment
• Comfortable providing direct, constructive feedback and coaching
• Proactive, hands-on leadership style with a willingness to step in when needed