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Manager, Customer Success
At a Glance
- Location
- Boston, Massachusetts, United States
- Experience
- 2+ years
- Compensation
- owever you can. Salary range: $110,000 - $148,000 This role is also eligible fo
- Posted
- 2026-03-26T13:12:09-04:00
Key Requirements
Certifications
- SAFe
Domain Knowledge
- Education
- Energy
Benefits & Perks
ion philosophy Unlimited PTO 13+ paid holidays Company-spo
Requirements
You have 2+ in a management role in software customer service.
You have 2+ years experience in a Customer Success or Account Management roles, including retention and commercial responsibilities.
You have a track record of identifying process gaps, building new playbooks, and driving internal adoption of new processes.
You are comfortable being accountable for updates across a large customer base, and have a track record of consistently keeping the data fresh.
You are extremely accountable to customers, teammates, and leadership.
You are relentlessly committed to ensuring customers are successful.
Responsibilities
Directly manage 6 CSMs and Associate CSMs, each responsible for ~125 customers and $3M in ARR.
Refine and develop process, documentation, and playbooks to support common customer interaction scenarios.
Provide regular coaching and career development to CSMs.
Work closely with CSMs to deeply understand their books of business and partner on strategic or at risk renewals, adoption plays, or expansion opportunities.
Leverage tools such as Gong, Salesforce, CSP tool to understand performance of team and provide regular feedback to encourage skill development.
Recruit and develop new CSMs as needed.