Manager of Client Success in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager of Client Success in the United States.
This role is focused on leading and evolving a high-performing Customer Success function within a fast-growing SaaS environment serving the automotive repair industry. You will oversee both Enterprise and Scaled customer segments, ensuring consistent value delivery while building scalable, data-driven engagement models. Acting as a key bridge between strategy and execution, you will transform informal knowledge into structured playbooks, standardized health scoring systems, and proactive retention frameworks. The position requires a balance of strategic thinking, operational rigor, and hands-on leadership in a remote-first, collaborative environment. You will coach and develop a team of Customer Success Managers while partnering closely with cross-functional stakeholders to improve customer outcomes. This is a high-impact opportunity for a leader who thrives in ambiguity and enjoys building systems that scale.
- Lead and mentor a team of Customer Success Managers overseeing both Enterprise and Scaled customer portfolios to drive retention and expansion outcomes.
- Design and continuously refine engagement models tailored to different customer segments, balancing high-touch and tech-touch strategies.
- Build and operationalize a standardized Account Health Scoring system to identify churn risks and expansion opportunities across the customer base.
- Develop structured playbooks, workflows, and internal knowledge systems to replace informal collaboration with scalable best practices.
- Leverage data and analytics to monitor customer health, identify trends, and guide proactive retention strategies.
- Collaborate with cross-functional teams to align messaging, improve customer experience, and optimize lifecycle management processes.
- Track team performance through KPIs, ensuring accountability, continuous improvement, and professional development.
Requirements:
- 2+ years of experience managing a Customer Success or Account Management team, or 4+ years as a senior/lead CSM ready for leadership.
- Proven experience managing both Enterprise-level accounts (QBRs, multi-stakeholder relationships) and Scaled or tech-touch customer segments.
- Strong analytical skills with experience using CRM, Excel, or BI tools to assess customer health, predict churn, and measure performance.
- Demonstrated ability to design scalable systems, processes, or playbooks that improve efficiency and consistency.
- Excellent communication and coaching skills with a strong emotional intelligence and collaborative leadership style.
- Ability to thrive in ambiguous environments, solve complex problems, and translate insights into structured action.
- Technical literacy with exposure to CS tools or platforms such as Gainsight, ChurnZero, or Vitally is a plus.
- Experience in SaaS or automotive industry environments is an advantage.
Benefits:
- Competitive compensation package with performance-based incentives.
- 100% remote work environment with flexibility and work-life balance.
- Comprehensive medical, dental, and vision insurance, with employer-paid options available.
- Equity package participation in company growth.
- Flexible PTO policy with generous minimum vacation allowance and paid parental leave.
- 401(k) retirement plan and financial wellness support.
- Annual growth and wellness stipend plus home office equipment support.
- Career development opportunities in a high-growth, innovation-driven organization.