Manager, Customer Success (Commercial)

Required

• 5+ years in B2B SaaS Customer Success, including at least 2 years of people management.
• Experience running Commercial or mid-market deal cycles, including renewal negotiations and expansion conversations for accounts worth $100K annually.
• A record of delivering team retention and expansion results, with strong judgment around account risk, forecasting, and commercial opportunities.
• Demonstrated ability to build executive relationships and coach multithreading across functions and organizational levels.
• Strong product fluency and analytical judgment. You can connect customer goals, usage data, and business results, and coach CSMs to use that evidence in commercial conversations.
• Experience leading customer change management when adoption or results fall short, including securing leadership support for changes in team behavior.
• Experience building and improving CS playbooks, processes, or programs, with measurable impact on customer outcomes or team effectiveness.