You will drive the success of our customers. This position works alongside other Customer Success Managers and reports to the Senior Director, Success.
At Cority, we are passionate about customer success. It’s not just a job for us, it’s our mission. Cority is revolutionizing our industry by putting customer success at the heart of our business. The Manager, Customer Success is responsible for leading, coaching, and developing a team of Customer Success Managers to drive customer value, retention, growth, and overall customer satisfaction. Reporting to the Senior Director of Customer Success, this role plays a critical part in ensuring the team delivers exceptional customer experiences while achieving business objectives and key performance indicators.
The ideal candidate is a people-first leader with strong customer relationship management skills, a passion for coaching and mentorship, and the ability to effectively manage escalations, operational performance, and growth opportunities across the customer portfolio.
Lead, coach, mentor, and develop a team of Customer Success Managers to achieve business goals and professional development objectives.
Foster a high-performance, collaborative, and customer-centric culture within the team.
Conduct regular one-on-one meetings, performance reviews, and career development planning.
Ensure the team delivers proactive, strategic, and high-quality customer engagement throughout the customer lifecycle.
Monitor team performance against established KPIs, customer health metrics, and operational objectives.
Support onboarding and continuous training initiatives for team members.
Model strong leadership behaviors and exceptional customer engagement standards.
Drive customer retention, adoption, satisfaction, and long-term partnership success.
Ensure consistent execution of customer success processes, best practices, and engagement strategies.
Act as a senior point of escalation for customer concerns, risks, and complex issues.
Collaborate cross-functionally with Support, Product, Sales, and other internal teams to drive timely issue resolution and customer advocacy.
Previous leadership experience managing or mentoring customer-facing teams, preferably within Customer Success, Account Management, or SaaS environments.
Demonstrated ability to lead, coach, and motivate high-performing teams.
Strong customer relationship management and conflict resolution skills.
Ability to model exceptional service delivery during every customer interaction.
Experience coaching team members to effectively manage customer issues, escalations, and complex situations.
Proven ability to collaborate cross-functionally and drive resolution across multiple stakeholders.
Strong analytical, organizational, and problem-solving skills.
Excellent verbal and written communication skills.
Experience managing KPIs, customer health metrics, and operational performance.
Ability to thrive in a fast-paced, evolving environment while balancing strategic and operational priorities.
On December 4, we go live at Converge Studio – our global event where EHS and sustainability leaders will explore how trustworthy AI is transforming work. It’s where we’ll unveil the next wave of Cority innovation, a major step forward in bringing trustworthy AI to EHS+ and helping organizations turn data into action (visit our site to register).
We build enterprise-grade software that helps organizations in complex, high-risk industries protect people, safeguard the planet, and improve business performance.
Our unified platform connects every EHS+ function – health, safety, environment, sustainability, and quality – so leaders can see risk clearly, act faster, and prove impact with data they trust.
Where others chase dashboards, we build decisions.
Where others bolt on AI, we embed it securely, transparently, and in ways that keep people in control.
For more than 40 years, companies in energy, manufacturing, chemicals, food & beverage, utilities, and healthcare have trusted Cority to manage compliance, reduce incidents, improve environmental performance, and drive measurable results.
Because when organizations see risk clearly, they perform better for their people, their business, and the world.
BY THE NUMBERS
1,500+ global customers
120+ countries
2M+ end users
700+ employees
RECOGNIZED LEADERSHIP
Cority is recognized as a leader in sustainability and EHS software. In the 2025 Verdantix Green Quadrant for ESG & Sustainability Reporting Software, Cority earned top scores for data integrity, scalability, and customer success. The report highlights our ability to unify EHS and sustainability data in a single platform, helping organizations move beyond compliance reporting to performance-driven sustainability management.
As expectations rise and data demands grow, Cority stands apart with an AI-ready approach that connects operational, risk, and sustainability data for better decisions at scale.
