Manager, Customer Success | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

Manager, Customer Success (Strategic East)

The Manager of Customer Success (Strategic East) reports to the VP, Customer Success - Americas and leads a high-impact team of Customer Success professionals responsible for driving adoption, value realization, renewal, and expansion across our most strategic enterprise accounts in the Eastern region. This leader sets clear expectations, builds scalable processes, and partners cross‑functionally with Sales, Renewals, Support, Product, and Professional Services to deliver predictable customer outcomes and protect recurring revenue (ARR).

You will be accountable for the performance, development, and engagement of your team, ensuring they execute consistently against customer journeys, playbooks, and KPIs tailored for our strategic customer segment.

Key Responsibilities

1. Customer Outcomes & Revenue

• Own renewal, churn, and expansion outcomes for the Strategic East portfolio, in close partnership with Sales and Renewals leadership.
• Ensure CSMs build and maintain strategic success plans for priority accounts, focusing on clear business outcomes, ROI, and executive alignment.
• Guide & align CSMs on customer portfolio prioritization, engagement strategy & planning, and strategic executive engagement coordination.
• Oversee delivery of annual department KPI targets for the Strategic East region.
• Proactively identify at‑risk customers, ensure CSMs deliver effective save plans, and drive cross‑functional mitigation actions.
• Utilize data (segmentation, health scores, product usage, NPS/CSAT) to prioritize focus and interventions across the strategic portfolio.

2. Team Leadership & People Management

• Recruit, onboard, and develop a high‑performing Customer Success team aligned to Ping Identity’s core values.
• Set clear goals and expectations (KPIs, behaviors), and maintain a consistent rhythm of 1:1s, coaching, and performance reviews.
• Build strong career development plans for each team member, including skills, certifications, and stretch assignments.
• Model and reinforce a culture that is customer‑obsessed, data‑driven, collaborative, and accountable.

3. Operational Excellence & Strategic Alignment

• Implement and continuously improve standard processes and playbooks for adoption and value realization within the strategic segment.
• Drive effective use of Customer Success tooling (e.g., Gainsight, CRM) for accurate data and workflows & ensure disciplined data hygiene & system updates to enable a clear windshield and rear view mirror on the business. 
• Own the team’s forecasting and reporting for renewals, risk, and expansion opportunities in the East.
• Act as the primary CS point of contact for Sales leadership in the Eastern region, ensuring alignment on account strategies and executive engagement.

4. Cross‑Functional Collaboration

• Collaborate with Product and Engineering to advocate for strategic customer needs and influence the roadmap.
• Partner with Marketing on customer engagement events, advocacy, and developing customer success stories from your team’s accounts.
• Represent Customer Success in major escalations and incident reviews, ensuring clear communication and follow‑through, in partnership with Escalation Management, Support and Professional Services teams as needed 

Required Experience & Skills

• 10+ years in Customer Success, Account Management, or related customer‑facing roles in B2B SaaS / enterprise software.
• 2+ years of experience leading or mentoring CSMs or similar roles (formal line management preferred).
• Strong understanding of subscription / ARR business models, renewals, and expansion mechanics.
• Demonstrated experience driving customer adoption and value realization with complex, multi‑stakeholder enterprise accounts.
• Comfortable working with executive stakeholders (C‑level, VP) and leading outcome‑driven meetings.
• Proven ability to interpret data (health scores, usage trends) and convert insights into actions.
• Excellent communication and storytelling skills.

Preferred Qualifications

• Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS domains.
• Hands‑on experience with Customer Success platforms (e.g., Gainsight) and Salesforce CRM.
• Track record of building or improving CS playbooks or programs at scale.

Key Performance Indicators (KPIs)

The Manager of Customer Success will be measured on a combination of:

• Renewal Rate for team portfolio.
• Churn ($ and %) against plan, with clear visibility of at‑risk ARR and mitigation status.
• Expansion contributed or influenced by the team.
• Coverage metrics: C-Suite Relationships, Success Plan Reviews, EBRs, Roadmap/Vision Sessions, Value Unlock Sessions, health score coverage and updates.
• Team health and performance: retention, engagement, hiring quality, promotion readiness, and performance distribution.

Salary Range: $92,000 - $123,000 + variable pay 

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

Expert Career Tips for Manager, Customer Success Roles

To succeed in a competitive market as a Manager, Customer Success, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Manager, Customer Success requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Manager, Customer Success position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.