A strong people manager who keeps a high-performing CSM team running brilliantly day to day, owns customer escalations personally, and turns strategy from above into practice that sticks. This role is fully remote, but you must be a current tax resident in one of our hiring locations. For this US-based role, the salary range is $141,000–$166,000 per year. Actual pay within this range depends on your permanent work location, local market standards, and relevant experience. This role is fully remote, but you must be a current tax resident in one of our hiring locations. For this US-based role, the salary range is $141,000–$166,000 per year. Actual pay within this range depends on your permanent work location, local market standards, and relevant experience.
Job Details
Responsibilities
- Manage, coach and develop a team of 10-15 Customer Success Managers, and be the person they trust and turn to.
- Own customer escalations end to end, and be the senior presence on calls when your CSMs need backup.
- Operationalise change coming from CS leadership, and make sure it actually sticks with the team.
- Keep the machine running smoothly: spot issues early, solve them at your level, and filter information upward.
- Stay customer-facing and in the detail of your team's accounts, not above them.
Requirements
- A background as an enterprise CSM.
- You've done the job yourself and risen up through the CS ranks, so you understand the role from the inside.
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