Senior Manager, SMB Customer Success & Growth

Exostar India Pvt Ltd; Herndon, Cincinnati (VA, OH); Hybrid; USD 150,000 - 175,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Flexible time off

Job summary

Exostar is seeking a Manager of Customer Success to lead the SMB team using Exostar Managed on Microsoft 365 and CMMC Ready Suite solutions. You will hire, coach, and develop CSMs, align delivery and sales to drive adoption, retention, and expansion.

In this hands-on leadership role, you will design engagement models, establish success plans, monitor portfolio health, and partner across functions to ensure customers realize value and achieve renewal readiness.

Qualifications

• 5+ years in customer success, account management, or related post-sale roles supporting SaaS, managed IT, or cybersecurity solutions, including at least 2 years of direct people management.
• Experience leading a team serving SMB customers, with a record of improving adoption, retention, and customer experience across a portfolio of accounts.
• Demonstrated ability to hire, coach, evaluate, and develop customer-facing employees while holding the team accountable for measurable results.
• Experience building repeatable customer lifecycle processes and scalable engagement programs, including customer segmentation, onboarding handoffs, health scoring, and renewal risk management.
• Ability to use customer and commercial data to identify trends, forecast risk, prioritize team activity, and communicate performance to leadership.
• Working familiarity with Microsoft 365 collaboration tools, including Teams and SharePoint, and foundational concepts in identity, access management, and secure information sharing.
• Foundational understanding of Controlled Unclassified Information (CUI), CMMC, and NIST SP 800-171, with the ability to coach customer conversations and engage qualified specialists.
• Strong communication, cross-functional leadership, and escalation management skills, including the ability to explain technical topics to business owners and customers with limited IT resources.
• Experience using CRM, customer success, and support systems to manage team workflows, customer health, and reporting.

Responsibilities

• Lead SMB Customer Success team, set goals, coach, and develop plans.
• Translate SMB objectives into team priorities for adoption, retention, satisfaction, and expansion.
• Design engagement model with segmentation, coverage, cadence, and escalation paths.
• Establish success plans, onboarding handoffs, and adoption milestones; work with delivery to remove barriers.
• Build lifecycle programs: communications, administrator training, office hours, webinars, resources, renewal prep.
• Run portfolio health and renewal risk reviews; coach on recovery plans and elevate barriers to leadership.
• Own renewal readiness and retention forecasts; partner with Sales on renewals and expansion opportunities.
• Serve as escalation point; coordinate Support, Operations, and other teams for resolutions.
• Equip CSMs to explain capabilities; coordinate with technical/compliance specialists for readiness milestones.
• Manage capacity and assignments; recommend staffing/tools and process improvements.
• Establish CRM and reporting standards; maintain dashboards and feed feedback to Product/Leadership.

Skills

Customer success

People management

SaaS experience

Renewal management

CRM systems

Microsoft 365

Security/compliance basics

Cross-functional leadership

Communication

Job description

Exostar is seeking a Manager of Customer Success to lead the SMB team using Exostar Managed on Microsoft 365 and CMMC Ready Suite solutions. You will hire, coach, and develop CSMs, align delivery and sales to drive adoption, retention, and expansion.

In this hands-on leadership role, you will design engagement models, establish success plans, monitor portfolio health, and partner across functions to ensure customers realize value and achieve renewal readiness.