- Lead and coach a team of tenured Strategic Customer Success Managers through 1:1s, call reviews, and account planning
- Build individualized growth paths, remove operational roadblocks, and set performance expectations
- Translate segment strategy into priorities and establish team operating standards for Mutual Success Plans, QBRs, account health scoring, and CRM discipline
- Drive team retention and quota targets
- Pressure-test expansion pipelines, coach opportunity qualification, establish early risk detection, and lead save plans for escalating accounts
- Engage customer executives to support strategic renewals and articulate social intelligence ROI to C-level audiences
- Incorporate generative AI into workflows and guide the team in using AI tools
- Lead the team through evolving go-to-market motions and partner with Sales, Renewals, Onboarding, and Product
- Unblock technical hurdles and advocate for customer needs internally
- Track and report retention, growth, adoption, and health-score metrics
- Optimize resource allocation and portfolio performance
- Develop career plans and stretch assignments for senior and tenured individual contributors
- Synthesize customer and team feedback to influence Product, Professional Services, and GTM leadership
Requirements
- 6+ years in Customer Success or account management, including direct experience owning a strategic or enterprise book of business
- 1+ years of experience leading client-facing teams, with coaching, performance management, and development of tenured individual contributors
- Proven success driving retention and growth targets
- Strong business acumen across renewals, negotiations, process refinement, and project management
- Exceptional communication and negotiation skills
- Ability to influence key stakeholders and maintain sound judgment under pressure
- Hands-on experience applying generative AI tools for research, account preparation, or communication
- Ability to travel for customer on-sites within the U.S. 4+ times per year
- Preferred: SaaS/subscription business model experience and fluency in Salesforce, Gainsight, Tableau, or similar CRM/BI platforms
- Preferred: Experience coaching CSMs on C-suite presentations and value-based ROI selling
- Preferred: Previous direct account management or sales experience
Core Competencies
Demonstrates expertise in leading customer success teams, driving retention and growth targets, and utilizing generative AI tools to enhance workflows. Proven ability to influence stakeholders and manage strategic account relationships effectively.
Highest-signal resume keywords
- Customer Success Management
- Team Leadership
- Retention and Growth Targets
- Generative AI Tools
- Business Acumen
ATS Optimization Keywords
Hard Skills
- Account Management
- Performance Management
- Project Management
- Negotiation
- Process Refinement
Soft Skills
- Exceptional Communication
- Influencing Stakeholders
- Sound Judgment Under Pressure
Industry Keywords
- SaaS Business Model
- C-Suite Presentations
- Value-Based ROI Selling
Tools & Technologies
- Salesforce
- Gainsight
- Tableau
- CRM Platforms
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Customer Success Manager – Strategic Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
