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ManagerFull-timeGoAPIMicroservicesAIGit
About the Role
We are looking for a Manager of Customer Success Management to lead a team of CSMs focused on onboarding, adoption, retention, and client health for high-value segments. This role ensures customers achieve rapid time-to-value and strong product adoption while building a foundation for long-term retention and value.
Key Responsibilities
- →Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health
- →Own the customer journey and drive KPIs including onboarding completion, time-to-value, and product adoption milestones
- →Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic engagement
- →Drive strategies and programs that maximize customer lifetime value through proactive engagement and adoption initiatives
- →Develop and lead proactive outreach programs to drive adoption of new add-on products
- →Monitor customer onboarding and adoption progress in CRM/Freshdesk to identify trends and risks
- →Facilitate cross-functional collaboration with Implementation Advisors, AMs, TAMs, and Product teams
- →Serve as escalation point for at-risk or blocked customers during onboarding/adoption phases
- →Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes
- →Maintain regular team stand-ups, coaching sessions, and continuous enablement
- →Ensure feedback from onboarding/adoption engagements is captured for continuous improvement
- →Leverage analytics to review automations and internal processes for success
- →Oversee engagement and communication with enterprise accounts
Requirements
- ✓Bachelor’s degree or equivalent experience
- ✓7+ years of experience leading customer-facing SaaS teams (CSM, Onboarding or Account Management)
- ✓3+ years experience managing and leading technical, customer-facing teams of 12+ individuals
- ✓Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training)
- ✓Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau)
- ✓Strong analytical, process-building, and program management skills (KPI and SOP ownership)
- ✓Demonstrated data-driven approach to problem solving
- ✓Track record of coaching, mentoring, and empowering high-performance teams
- ✓Excellent communication, collaboration, presentation and time-management skills
- ✓Proactive and inquisitive with a passion for mentoring and professional development
