Senior Manager, Customer Success & Growth

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

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.