Description

You will lead the Customer Success team, overseeing CSM execution across onboarding, lifecycle, renewal, and engagement processes while maintaining hands-on account oversight.

Responsibilities

• Ensure CSMs adhere to established processes, cadences, and documentation standards.
• Monitor account health, usage trends, and sentiment to identify early risk signals.
• Validate that renewal conversations align with the defined framework and track commercial risk assessments.
• Track onboarding milestones, reinforcing accountability and intervening when timelines stall.
• Run weekly CS standups focused on risk, expansion flags, and blockers.

Required Skills

• 3+ years in Customer Success or Account Management within B2B SaaS.
• Experience managing or mentoring other Customer Success Managers.
• Familiarity with renewal and expansion motions, onboarding lifecycle, and usage-based risk frameworks.
• Proficiency in Stakeholder Management and Communication.
• Experience using CRM systems.
• Strong ability to give feedback and hold team members accountable to standards.
• Experience supporting digital-led, self-serve customer accounts is a plus.

Key Skills

Education

3+ years of Customer Success or Account Management experience in B2B SaaS, experience mentoring CSMs, familiarity with onboarding lifecycle, renewals, expansion signals, and usage-based risk frameworks; HR tech experience preferred.