Reporting to the Director, Customer Success and Implementations.
Lead, coach, and develop a team of Customer Success Managers to deliver exceptional customer experiences and business outcomes.
Foster a high-performance culture built on accountability, collaboration, continuous learning, and customer focus.
Drive customer adoption, value realization, retention, and expansion through effective customer success strategies and execution.
Develop and continuously improve scalable and repeatable Customer Success processes, playbooks, and best practices.
Represent the voice of the customer and provide actionable feedback to internal stakeholders.

5+ years of experience in Customer Success, Account Management, Professional Services, or customer-facing SaaS roles.
2+ years of experience leading, coaching, or managing customer-facing teams.
Demonstrated success driving customer adoption, retention, and customer satisfaction.
Experience building or improving customer-facing processes and operational frameworks.
Experience with scaled Customer Success, digital customer engagement programs, customer segmentation, or tech-touch success models is highly desirable.
Strong analytical and problem-solving skills with the ability to leverage data to drive decisions and outcomes.
Exceptional communication, presentation, and relationship-building skills.
Proven ability to collaborate effectively across cross-functional teams.
Experience with customer success platforms, CRM systems, and reporting tools.
Experience in Environmental Health & Safety (EHS), Risk Management, Compliance, or related industries is a plus.

Manager, Customer Success

Key skills