Manager of Customer Success

4over; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

4over is seeking an experienced Manager of Customer Success to lead the Client Success organization across a portfolio of clients. This remote US role focuses on strengthening relationships, retention, engagement, and revenue growth while partnering with Sales to drive cross-sell and upsell opportunities.

You will build a high-performing team, set KPIs, monitor health metrics, and translate data into actionable strategies.

Qualifications

• Experience leading a Customer Success or Account Management team.
• Proven track record in retention and account growth.
• Strong communication, negotiation, and conflict-resolution skills.
• Experience partnering with Sales to drive cross-sell and revenue growth.
• Experience managing enterprise/high-value relationships.
• Print industry experience preferred.

Responsibilities

• Lead, coach, and develop the Client Success team with clear goals and accountability.
• Develop and execute Client Success strategy and operating model across portfolios.
• Monitor KPIs around health, retention, engagement, and revenue growth.
• Coordinate with Sales, Operations, Product, Marketing, and Finance to resolve client needs.
• Lead strategic meetings, reviews, and escalations with major clients.
• Document and track opportunities and growth within the CRM.
• Provide regular reporting to VP of Sales and executives.

Skills

People leadership

Customer success

CRM

Strategic account management

Data-driven decisions

Cross-functional collaboration

Enterprise relationships

Print industry experience

Education

Bachelor's degree or higher

Tools

Salesforce

Job description

This role is remote within the United States. Candidates must be located within reasonable proximity to one of the following company facilities: Moonachie, NJ; Dayton, OH; Arlington, TX; Phoenix, AZ; or Miami, FL

About the Role

We’re looking for an experienced Manager, Customer Success to lead our Client Success organization and help strengthen customer relationships, retention, engagement, and revenue growth across our portfolio. This is a highly collaborative leadership role that sits at the intersection of customer success, account management, and commercial growth. You’ll lead and develop a customer-focused, commercially minded team that understands our clients’ businesses, proactively manages relationships, identifies risks, and uncovers opportunities to grow existing accounts. A key part of this role is building a strong partnership between Client Success and Sales. Client Success is not a separate sales organization; instead, the teams work together to protect existing relationships, identify cross-sell and upsell opportunities, expand product adoption, and increase share of wallet. This role is ideal for a leader who knows how to build high-performing teams, develop strategic customer relationships, use data to understand account health and performance, and turn customer insights into meaningful action and growth.

What You’ll Do

• Lead, coach, and develop the Client Success team, establishing clear goals, expectations, performance standards, and accountability.
• Develop and execute the Client Success strategy and operating model across assigned customer portfolios.
• Build a culture of proactive customer ownership, collaboration, accountability, and continuous improvement.
• Establish and monitor KPIs around customer health, retention, engagement, account growth, and revenue performance, using insights to identify risks and opportunities.
• Ensure the team understands each customer’s business, purchasing behavior, challenges, and future needs to proactively strengthen relationships and retention.
• Lead and support strategic customer meetings, account reviews, and Quarterly Business Reviews (QBRs), including significant customer escalations.
• Ensure customer activity, account information, and growth opportunities are accurately documented and tracked within the CRM.
• Partner cross-functionally with Sales, Operations, Customer Experience, Product Development, Marketing, Technology, and Finance to resolve customer needs and pursue opportunities.
• Bring customer feedback and market intelligence back to internal teams to strengthen the customer experience and inform business decisions.
• Provide regular reporting and actionable insights on customer retention, engagement, risks, and growth opportunities to the VP of Sales, Enterprise and executive leadership.

What We’re Looking For

• Prior experience leading a Customer Success, Client Success, Account Management, Sales, or similar customer-facing organization.
• Demonstrated experience managing, coaching, and developing a customer-facing team.
• Strong experience with customer retention, relationship management, and strategic account development.
• Experience partnering closely with Sales to identify opportunities and drive account growth and revenue expansion.
• Experience managing enterprise, strategic, or high-value customer relationships.
• Strong commercial acumen with the ability to identify cross-sell, upsell, product adoption, and share-of-wallet opportunities.
• Experience using customer health, engagement, retention, and revenue data to guide account strategy and team priorities.
• Strong CRM experience with the ability to maintain visibility into account activity, opportunities, and performance.
• Excellent communication, presentation, negotiation, and conflict-resolution skills.
• Strong analytical and problem-solving skills with the ability to turn customer and performance data into actionable strategies.
• Ability to collaborate effectively across Sales, Operations, Customer Experience, Product, Marketing, Technology, Finance, and leadership.
• Prior print industry experience preferred.

What Makes You Successful

• You’re a strong people leader. You know how to coach, develop, motivate, and hold a team accountable while creating an environment where people can succeed.
• You’re customer-focused and commercially minded. You care deeply about the customer experience while understanding that strong relationships should also create opportunities for retention and growth.
• You know how to partner with Sales. You understand how Client Success and Sales can work together to identify opportunities, develop account strategies, and grow existing relationships without creating competing ownership.
• You’re proactive. You don’t wait for an escalation or declining revenue to tell you there’s a problem. You use customer engagement, account data, and relationships to identify risks and opportunities early.
• You think strategically about accounts. You look beyond individual interactions to understand the customer’s business, purchasing behavior, goals, challenges, whitespace, and long-term potential.
• You use data to lead. You’re comfortable working with customer health, retention, engagement, revenue, and account-growth metrics to understand performance and determine where the team should focus.
• You can build executive-level relationships. You’re comfortable leading strategic conversations, QBRs, account reviews, and difficult customer discussions.
• You’re highly collaborative. You can bring Sales, Operations, Customer Experience, Product Development, Marketing, Technology, and Finance together around customer needs and opportunities.

Equal Opportunity Statement

4over is an Equal Opportunity and Aff… (full EEO statement as originally provided)