Manager, Customer Success Managers

Lead and develop a high-performing Customer Success team supporting commercial, enterprise, and strategic customers across EMEA and APAC. As Manager, Customer Success Managers, you will coach a team of 4–6 Customer Success Managers, helping them navigate complex renewals, reduce churn, and identify opportunities for account growth. You will play a central role in improving customer retention, strengthening account health, and driving measurable recurring revenue outcomes. Working closely with Sales, Support, Customer Engineering, and Product teams, you will remove operational barriers and enhance the processes that support customer success. You will also establish reliable forecasting practices, improve team playbooks, and ensure customer feedback informs business priorities. This fully remote leadership opportunity is ideal for a collaborative, data-driven professional who thrives in a fast-paced B2B SaaS environment.

The ideal candidate brings substantial B2B SaaS Customer Success experience, proven people-management capabilities, and a strong track record of delivering retention and revenue outcomes. You should be comfortable coaching customer-facing professionals, managing complex accounts, and using data and structured processes to improve team performance.

• 5–8 years of overall Customer Success experience, including at least 1–2 years of direct management experience leading Customer Success Managers or other customer-facing teams.

• Experience working as a Customer Success Manager in B2B SaaS, managing the complete customer lifecycle from onboarding through adoption, renewal, and expansion.

• Experience in technology, fraud prevention, or cybersecurity is highly preferred.

• Demonstrated success helping a team achieve net revenue retention (NRR) and gross revenue retention (GRR) targets while maintaining accurate forecasts.

• Proven ability to improve Customer Success processes and playbooks, with measurable improvements in team performance or customer outcomes.

• Experience supporting customers across EMEA; experience managing teams or accounts across multiple time zones is an advantage.

• Familiarity with Customer Success platforms such as Planhat or Gainsight, as well as Salesforce and Zendesk.

• Excellent communication skills, with the confidence to lead conversations with technical contacts, operational teams, and executive stakeholders.

• Ability to work effectively in a fully remote, asynchronous environment using tools such as macOS, Slack, Google Workspace, and Zoom.

• Proficiency with AI tools, ideally Claude and Gemini, to improve productivity and streamline everyday work.

• Willingness to travel for customer meetings and company events as required.

• A team-first mindset, strong accountability, and a commitment to continuous learning, helpfulness, and professional growth.