Manager, Customer Success
Netspring
Introduction
We're seeking an experienced Manager of Customer Success Management to lead a high-performing team of Customer Success Managers. In this role, you'll oversee a portfolio of ~30M in ARR while developing and mentoring a team of 5-7 CSMs. You'll be responsible for driving customer retention, expansion, and value while serving as a strategic partner to both customers and internal stakeholders.
Job Responsibilities
Team Leadership & Development
· Manage, mentor, and develop a team of 5-7 Customer Success Managers, fostering a culture of excellence and continuous improvement
· Coach CSMs on both personal and professional growth, providing regular feedback, performance reviews, and career development guidance
· Build and maintain a high-performing team through effective hiring, onboarding, and retention practices
· Set clear goals and KPIs for team members, tracking progress and driving accountability
Portfolio Management
· Oversee a portfolio of $30M in ARR, ensuring consistent revenue retention and growth
· Develop and execute strategic account plans in partnership with CSMs to maximize customer value and outcomes
· Monitor portfolio health metrics including NRR, GRR, product adoption, and customer satisfaction scores
Forecasting & Analytics
· Deliver accurate forecasts for renewals, expansion, and churn across the managed portfolio
· Analyze trends and insights to proactively identify risks and opportunities
· Leverage data to drive decision-making and inform strategic initiatives
Executive Engagement
· Serve as executive sponsor for strategic accounts, building C-level relationships and driving business outcomes
· Act as primary point of escalation for complex customer issues, ensuring swift and effective resolution
· Conduct executive business reviews and strategic planning sessions with key customers
Cross-Functional Collaboration
· Partner with Sales, Product, Support, and other teams to ensure seamless customer experience
· Advocate for customer needs internally, influencing product roadmap and go-to-market strategies
· Drive alignment on customer initiatives and process improvements across departments
Strategic Projects & Initiatives
· Lead or participate in projects that support team effectiveness and business growth
· Develop and refine customer success playbooks, processes, and best practices
· Drive initiatives to improve customer onboarding, adoption, expansion, and advocacy programs
Knowledge and Experience
· 5+ years of experience in Customer Success, Account Management, or related customer-facing roles
· 2+ years of people management experience, with proven track record of developing high-performing teams
· Experience managing portfolios of $20M+ in ARR
· Strong analytical skills with ability to forecast and interpret customer data
· Excellent executive presence and communication skills, comfortable engaging with C-suite stakeholders
· Demonstrated ability to manage escalations and resolve complex customer issues
· Track record of driving customer retention, expansion, and satisfaction
· Experience implementing customer success strategies, tools, and processes
· Bachelor's degree or equivalent experience
What Success Looks Like
· Achieving or exceeding renewal and expansion targets across your portfolio
· Building a team culture of accountability, collaboration, and customer-centricity
· Improving key metrics such as NRR, customer health scores, and CSAT
· Establishing trusted advisor relationships with executive stakeholders at key accounts
· Driving measurable improvements in team performance and customer outcomes
Education
Bachelor's degree