Manager, Customer Success Management

Manager, Customer Success Management

As Manager of Customer Success Management, you will lead and inspire a team of CSMs responsible for delivering an exceptional 090 day onboarding and adoption experience for our valued clients. Your mission is to ensure customers achieve rapid time-to-value, strong initial product adoption, and outstanding onboarding satisfaction, while building a foundation for long-term retention and value.

What You'll Do :

• Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health for our highest-value segments.
• Own the customer journey; drive KPIs including onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health score (% in "green").
• Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic engagementincluding scheduling, delivery, documentation, follow-up, and post-call actions.
• Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long-term relationship management.
• Develop and lead proactive outreach programs that drive greater adoption of new add-on products and optimization of current customer implementations.
• Monitor all customer onboarding and adoption progress in CRM / Freshdesk; identify trends, risks, and at-risk accounts for intervention.
• Facilitate seamless cross-functional collaboration with :
• Implementation Advisors for quick basic account set-up
• AMs for CSQLs - CSM identify and refer qualified expansion opportunities
• TAMs for technical support escalation
• Product / Enablement / Training for feedback loops, process improvements, and feature insights.
• Support team for priority Q&A
• Serve as escalation point for at-risk or blocked customers during onboarding / adoption phases, driving faster resolution and customer rescue strategies.
• Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; participate in building KPI dashboards.
• Maintain regular team stand-ups, coaching sessions, and continuous enablement, developing both process excellence and team culture.
• Ensure feedback from onboarding / adoption engagements is captured for continuous product, process, and customer experience improvement.
• Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers
• Overseeing engagement and communication with enterprise accounts.
• Key Success Metrics :
• Onboarding completion % (within goal timeframe)
• Product adoption & milestone attainment rates (within 90 days)
• Customer health : % of accounts in "green"Show / no-show rate on scheduled CSM calls
• CSAT / NPS on onboarding / adoption experience
• Volume and quality of CSQLs referred to AMs
• Engagement rates
• Escalation / rescue response and success rates
• KPIs for this role may evolve over time based on business needs and strategic priorities.

What You'll Bring :