Manager, Customer Success in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Success based in the United States.

This is a high-impact leadership opportunity for an experienced Customer Success professional who enjoys building scalable post-sales strategies and developing high-performing teams.
You will lead a team of Customer Success Managers focused on strategic accounts, helping customers achieve measurable outcomes and long-term value.
The role combines people leadership, operational excellence, customer advocacy, and cross-functional collaboration across the organization.
You will create structure, improve processes, and establish success frameworks that strengthen customer relationships at scale.
Working in a remote and mission-driven environment, you will help organizations maximize the value of innovative data and technology solutions.
This position is ideal for a strategic, customer-focused leader who thrives in ambiguity and enjoys turning insights into action.

In this role, you will lead the execution of customer success strategies while empowering a team of Customer Success Managers to deliver exceptional customer outcomes. You will combine strategic thinking with hands-on leadership to improve customer retention, expansion, and satisfaction while creating scalable processes that support long-term growth.

• Lead, mentor, and coach a team of Customer Success Managers through structured development plans, regular feedback, and performance alignment.
• Establish clear goals, KPIs, and success metrics focused on customer health, retention, expansion, and strategic impact.
• Act as a trusted advisor and escalation point for key customer relationships, helping address complex challenges and evolving business needs.
• Partner closely with Sales, Product, Engineering, and Support teams to improve the customer experience and drive cross-functional initiatives.
• Design and refine customer success playbooks, engagement models, workflows, and reporting systems to improve scalability and consistency.
• Support high-priority accounts when needed while modeling best practices and enabling the team to operate independently.
• Identify opportunities for process improvement and leverage customer insights to continuously enhance the success strategy.
• Build and scale a strong customer success organization by supporting hiring, onboarding, and team development.

The ideal candidate brings strong customer success leadership experience, operational expertise, and a passion for developing teams in a technology-focused environment. You are a strategic communicator who can balance customer advocacy, business priorities, and team performance while operating effectively in a remote and evolving organization.

• Significant experience in Customer Success, Account Management, or post-sales leadership roles within the software industry.
• Proven experience managing enterprise customer portfolios and leading teams supporting technical customers.
• Demonstrated success developing and coaching high-performing teams through a people-first leadership approach.
• Strong operational skills with experience building playbooks, reporting structures, workflows, and scalable processes.
• Ability to prioritize effectively, identify business impact opportunities, and guide teams toward meaningful outcomes.
• Excellent communication and collaboration skills across departments and organizational levels.
• Experience managing customer escalations and building trusted executive-level relationships.
• Comfortable working in a fast-paced, remote environment with changing priorities and ambiguity.
• Ability to use AI tools effectively and contribute to AI-driven process improvements.
• Familiarity with tools such as Salesforce, Gong, Confluence, Outreach, or similar platforms is a plus.
• Background in data science, analytics, open-source communities, or experience with on-premise and hybrid solutions is a plus.
• Experience working within a fully distributed team environment is preferred.

• Competitive compensation with a hiring range of $137,000 - $180,813 USD, including base salary and commission with an expected 80/20 pay mix.
• Annual cash bonus opportunity targeted at 10% of base salary based on company performance.
• Long-term incentive compensation through a cash grant vesting over four years.
• 100% employer-paid medical, dental, and vision insurance premiums for employees and their families.
• Access to fertility care, gender-affirming healthcare, and supplemental mental health and wellness resources.
• Gender-neutral paid parental leave for all new parents, including foster and adoptive parents.
• 401(k) enrollment starting on the first day of employment, with a substantial employer match after six months.
• Annual profit-sharing bonus recognizing employee contributions.
• Fully distributed remote work environment with access to office space options.
• Monthly coworking space reimbursement for employees who prefer working outside their home.
• Lifestyle Savings Account with funding for professional development, wellness, financial health, charitable giving, and remote work support.
• Flexible vacation policy with a recommended minimum of four weeks of paid time off per year plus company holidays.
• A collaborative, inclusive culture focused on learning, mentorship, and career growth.