Manager of Customer Success
Skills
- Leadership of Customer Success teams
- Experience across Enterprise and Scaled/tech-touch models
- Strong analytical skills with CRM/BI/Excel
- Systems thinking and process design
- Coaching and high emotional intelligence
- Ability to transform unstructured knowledge into repeatable playbooks
- Stakeholder management and cross-functional collaboration
Responsibilities
- Define and iterate engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers
- Design and implement a standardized Account Health scoring system across the customer base
- Convert informal team knowledge into structured playbooks and an internal knowledge base
- Use leading indicators and data-driven processes to drive proactive retention outreach
- Manage, mentor, and measure CSM performance using clear KPIs and career development plans
- Collaborate with Product, Sales, and Engineering to surface churn risks and expansion opportunities
- Implement and optimize CS tools, workflows, and reporting to scale operations
Education
- Bachelor’s degree or equivalent practical experience preferred
- Continuous professional development in CS/operations recommended
Benefits
- 100% remote work environment
- Medical, dental, and vision insurance with coverage within 30 days
- 100% employer-paid medical insurance
- Equity package
- Flexible PTO with minimum 15 days
- Generous parental leave
- FSA and HSA options
- 401(k)
- Growth & wellness stipend
- Work-from-home equipment provided
- Opportunities for development and career growth
- Collaborative, high-ownership culture
Average salary estimate
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Founded in 1993 by Dr. Babu Padmanabhan, STEER ENGINEERING PVT. LTD, is committed to the design, creation and implementation of advanced materials platform technology that effectively transforms and functionalises materials in the field of pharmac...
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