Remote Customer Success Manager — Growth & Retention Lead

Socket.dev; San Ramon (CA); Remote; USD 45,000 - 100,000; Full time

Job summary

Socket.dev is seeking a Sales Manager in Customer Success who will lead the Client Partner team, focus on upsell, reduce churn, and ensure top-tier customer satisfaction. You will partner with the VP of Customer Success to align strategies with business goals and drive measurable improvements across the customer lifecycle.

Responsibilities include coaching a high-performing CS team, owning onboarding through renewal, optimizing HubSpot and CRM usage, and delivering accurate executive reports.

Qualifications

• Lead, mentor, and develop a high-performing Customer Success team to meet growth and retention goals.
• Own the customer success journey from onboarding to renewal to drive measurable outcomes.
• Work with the VP to set and execute strategic goals, OKRs, and KPIs for the department.

Responsibilities

• Lead, mentor, and develop a high-performing Customer Success team, ensuring they are equipped to meet and exceed growth and retention goals.
• Drive upsell and cross-sell opportunities within the existing customer base to achieve growth targets.
• Design and implement churn reduction strategies, with a focus on proactive customer engagement and risk mitigation.
• Own the end-to-end process for customer success, including defining key milestones and touchpoints across the customer lifecycle.
• Optimize the use of HubSpot and other CRM tools to leverage automation while maintaining a personalized customer experience.
• Deliver 100% accurate and timely executive reporting on customer success metrics, growth, churn, and other KPIs.

Skills

Leadership

Strategy

Data analysis

KPI/OKR management

Communication

Team development

Tools

HubSpot

CRM tools

Job description

Socket.dev is seeking a Sales Manager in Customer Success who will lead the Client Partner team, focus on upsell, reduce churn, and ensure top-tier customer satisfaction. You will partner with the VP of Customer Success to align strategies with business goals and drive measurable improvements across the customer lifecycle.

Responsibilities include coaching a high-performing CS team, owning onboarding through renewal, optimizing HubSpot and CRM usage, and delivering accurate executive reports.