Customer Success Manager Leader

RSA Security is a leader in trusted identity and access management, serving over 12,000 organizations globally. The Customer Success Manager Leader is responsible for driving customer value by leading a team of Customer Success Managers, ensuring effective execution of customer success strategies, and fostering collaboration across departments to enhance customer satisfaction and retention.

Responsibilities:

• Lead, coach, and develop a team of Customer Success Managers to drive high performance and accountability
• Establish a strong coaching culture focused on customer-business curiosity, proactive engagement, and continuous improvement
• Conduct regular performance reviews, skill development plans, and talent calibration
• Translate organizational strategy into clear team-level operating models, playbooks, and KPIs that connect customer value to business outcomes
• Ensure consistent execution of customer lifecycle management, including onboarding, adoption, value realization, and renewal
• Move comfortably between account-level detail and executive-level patterns, risks, and recommendations
• Define and implement operating rhythms (QBRs, account reviews, pipeline health checks, escalation reviews)
• Monitor and manage key success metrics such as adoption, utilization, health scores, churn risk, and renewals
• Build and scale repeatable playbooks for onboarding, adoption acceleration, risk mitigation, and value realization
• Own team-level performance across:
• Adoption & utilization
• Customer health
• Renewals and retention
• Escalation management
• Ensure proactive identification and management of at-risk accounts with clear action plans grounded in the customer’s business context
• Partner with Sales leadership to align on account strategy, renewals, and expansion opportunities
• Work closely with Product and Engineering to represent customer feedback and influence roadmap priorities
• Align with Support and Services teams to ensure seamless customer experience
• Build and maintain relationships with senior customer stakeholders by understanding what they are trying to accomplish as a business
• Support executive-level business reviews and strategic account discussions with clear insight, not just status updates
• Act as an escalation point for critical customer situations
• This is an evolving motion for RSA; the leader must be a hands-on builder who can create structure, model the customer engagement motion, and operate with limited dependency on senior leadership
• Drive adoption of new processes, tools, and frameworks by leading from the front and coaching the team through real customer situations
• Foster resilience and adaptability during periods of change

Requirements:

• 7+ years of experience in customer success, account management, or related post-sales roles
• 2+ years of people management experience leading customer-facing teams
• Proven ability to drive measurable outcomes (adoption, renewals, customer satisfaction)
• Strong leadership presence with the ability to influence cross-functional stakeholders and model the right customer engagement behaviors
• Excellent communication skills with experience engaging executive audiences
• Data-driven mindset with experience leveraging dashboards, KPIs, and reporting
• Strong program management and operationalization capabilities
• Experience in cyber security, SaaS, or enterprise technology environments
• Strong coaching mindset with the curiosity to understand each customer's business, not just product usage
• Ability to translate strategy into operating rhythms, KPIs, and playbooks
• Executive communication and Sales partnership maturity
• Builder-owner profile with change leadership experience and the ability to take pressure off senior leaders by operationalizing new motions