Regional Manager of Customer Success

Own regional NRR performance across retention, expansion, and term extensions 

Lead bi-weekly forecast calls and ensure accurate expansion and renewal forecasting

Inspect pipeline quality, commit discipline, and strong upside coverage

Partner with Sales leadership to align on shared account strategy and revenue targets

Identify revenue risk early and deploy structured save plays

Coach CSMs to proactively uncover upsell and cross-sell opportunities

Drive product diversification through cross-sells

Elevate account planning rigor and discipline to move from reactive service to strategic growth

Review QBRs and account strategies to ensure commercial alignment and expansion focus using AI tools such as Gong

Support strategic negotiations, pricing alignment, and term extension strategies

Ensure strategic renewals to preserve and grow customer revenue

Establish clear visibility into revenue at risk and mitigation plans

Drive proactive executive engagement within key accounts

Partner cross-functionally (Sales, Solutions, Support) to preserve revenue

Build and coach a commercially-minded team of CSMs who think like salespeople

Conduct structured 1:1s focused on pipeline health, forecast accuracy, and account strategy

Reinforce accountability around expansion targets and renewal performance

Develop future leaders within the organization

Ensure disciplined execution of onboarding, renewal, and expansion processes

Maintain forecast hygiene and Salesforce data integrity

Track and report on regional KPIs including NRR, expansion pipeline, churn risk, and renewal coverage

Drive transparency through structured reporting and executive-ready rollups

Work closely with Sales, Solutions Architecture, Support, Engineering, Legal, Finance and Product teams to deliver a seamless customer experience

Represent your team’s insights and feedback in internal discussions to shape product and process improvements

Act as an advocate for the voice of the customer by sharing feedback and usage trends with Product and Strategy teams

Ensure your team is capturing key insights during customer engagements to support continuous improvement

3–5+ years of experience in customer success, account management, or sales, with at least 2 years in a leadership or team lead capacity

Experience managing a team in a fast-paced, tech-driven environment (cloud, SaaS, networking preferred)

Proven ability to deliver results in customer retention and account growth
Strong coaching and people management skills with a passion for developing talent

Confident in using customer data and health metrics to drive decisions and prioritize actions

Excellent organizational, communication, and interpersonal skills
Comfortable managing competing priorities and adapting to change

Bachelor’s degree in Business, Marketing, or related field (or equivalent experience)