Manager, Customer Success

Posit PBC is seeking a thoughtful and strategic Manager, Customer Success to help scale their growing post-sales organization. This high-impact role involves leading a team of Customer Success Managers to deliver measurable outcomes and strengthen customer partnerships while driving excellence through coaching and process improvement.

Responsibilities:

• Lead, mentor, and inspire a team of Customer Success Managers by providing structured coaching, clear expectations, and ongoing development to help them thrive and deliver measurable value to customers
• Establish clear expectations and KPIs aligned to retention, expansion, customer health, and strategic impact—ensuring consistent team performance and accountability
• Serve as a trusted advisor and escalation point for key accounts—helping customers navigate change, ensuring Posit remains relevant to their evolving needs, and reinforcing long-term relationships through strategic engagement
• Build strong partnerships with Sales, Product, Engineering, and Support—aligning on shared goals, proactively resolving risks, and driving initiatives that improve the end-to-end customer experience
• Design and evolve scalable playbooks, engagement models, and reporting systems—using customer insights as a key input to ensure they remain relevant, consistent, and impactful across the customer lifecycle
• Step in when necessary to support high-stakes accounts, model best practices, or refine the customer journey—while empowering your team to lead day to day

Requirements:

• Significant experience in Customer Success, Account Management, or post-sales roles in software
• Experience leading enterprise teams, ideally with technical customers
• A coaching-first mindset with a track record of developing high-performing teams
• Strong operational skills—able to build and refine playbooks, reporting, and workflows
• Strategic prioritization skills to focus team efforts where they'll have the greatest impact
• Clear communicator and effective collaborator across functions and levels
• Comfortable navigating escalations and serving as a trusted advisor to key accounts
• Adaptable, with a bias toward action and comfort working through ambiguity in a fast-moving, remote environment
• Comfort working with AI tools and driving AI process improvements
• Familiarity with Salesforce, Gong, Confluence, Outreach, or similar tools
• Background in data science, analytics, or open-source communities
• Experience with on-prem and hybrid solutions
• Prior work in a fully remote, distributed team environment