Coast Manager of Customer Success at Coast leads frontline CSMs and owns a book of business to deliver onboarding, activation, and retention outcomes. Focuses on coaching, operational rigor, and data-driven customer lifecycle management.
Responsibilities
We’re looking for a hands on, people-first Manager of Customer Success to lead our frontline CSMs while owning a book of business. This player-coach model is core to how Coast builds empathy, credibility, and process excellence across our customer lifecycle. You’ll mentor, hire, and develop a team responsible for delivering exceptional onboarding, activation, and retention outcomes for all of our customer segments.
What Success Looks Like
Deliver consistent customer value across the lifecycle
Deliver excellent GRR & NRR—and raise it further through proactive health monitoring and disciplined retention and expansion execution.
Increase onboarding velocity and fleet activation so customers hit time-to-value faster and ramp usage more consistently.
Be a true player-coach: excited to own accounts, demonstrate product + CS fluency, and raise team performance via a standardized 1:1 coaching framework.
Enhance expansion pipeline by consistently identifying, creating, and progressing CSQOs into qualified expansion opportunities.
Lead & Coach: Manage and mentor a team of high-performing CSMs, focusing on call coaching, onboarding execution, fleet activation, and account health.
Own Accounts: Carry a book of business to stay close to the customer experience and model best-in-class onboarding, retention, and expansion skills.
Drive Activation: Ensure your team drives velocity and depth of onboarding.
Create Value: Help CSMs demonstrate customer value across the lifecycle—from onboarding through maturity—with account-specific plans tied to clear use cases.
Maximize Expansion: Support CSMs in creating CSQOs and building a proactive expansion pipeline.
Qualification
A proven player-coachBonus
Required
5+ years in Customer Success or Account Management, with 2+ years managing CSMs or frontline customer-facing teams
A proven player-coach: you lead by example while enabling others to succeed
Track record of high-touch onboarding and expansion motions in SMB and mid-market
Expertise in creating structure from ambiguity—using data, systems, and coaching to drive repeatable outcomes
Strong communicator with a bias for clarity, urgency, and action
Deep empathy for customers—and for the CSMs who serve them
Bonus: familiarity with fintech, SaaS, or operations-heavy customer segments
