Job Description

Manager, Customer Success - 33

Department: SaaS

Employment Type: Full Time

Location: Atlanta

A Typical Day in the Life Includes:

• Execute and evolve a scaled & pooled customer success retention motion delivering proactive engagement across a high-volume customer base.
• Build and lead customer risk & retention practice, leveraging GenAI-enabled early warning insights to proactively manage and mitigate revenue at risk ensuring a healthy renewal.
• Develop, deploy, and track defensive retention motions for at-risk customers, measuring impact through customers de-risked and renewed vs. churned, revenue saved, product attrition reduction, and improved forecast accuracy.
• Identify highest-impact sub-segments through revenue-risk and churn analysis and prioritize targeted defensive actions.
• Ensure disciplined execution of risk management plays (structured check-ins, executive stakeholder engagement, cross-functional escalation governance).
• Deliver proactive, personalized engagement, as needed, at key lifecycle moments to accelerate renewals and expansion.
• Continuously refine retention playbooks, automation triggers, and engagement models based on performance data.
• Develop CSMs, driving accountability, coaching, and measurable retention performance.
• Partner cross-functionally (Sales, Product, Support, GPS, Ecosystem, Subscription Services) to mitigate risk, manage escalations, and protect renewals.

Basic Qualifications:

• Experience in Customer Success, Account Management, Renewals, or related post-sales roles such as Professional Services, Customer Support, or Managed Services.
• Experience scaling digital or pooled success models, ideally within global B2B SaaS organizations.
• Experience leading a team.
• Experience driving retention, product adoption, and expansion across high-volume customer segments.
• Experience leveraging automation, AI, and data insights to drive proactive customer engagement.
• Analytical experience with forecasting and revenue risk visibility.
• Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future.

Preferred Qualifications:

• Bachelor’s degree or MBA in Business, Technology, or related discipline preferred.
• Certifications in Customer Success, Program Management (e.g., PMP), or enterprise platforms (e.g., Salesforce, etc.).
• Experience operationalizing predictive churn or early warning systems.
• Technical aptitude and experience working in teams focused on onboarding, implementation, adoption, support, or product integration.
• Experience building structured retention governance models and scalable engagement playbooks.
• Familiarity with customer success platforms and analytics tools (e.g., Gainsight).