Team Manager, Customer Success - Remote, USA

TeamViewer develops digital workplace software solutions. The Manager, Customer Success leads Enterprise Customer Success Managers and develops strategies to drive customer value, adoption, retention, and growth across strategic enterprise accounts.

Responsibilities:

• The Manager, Customer Success - Enterprise Accounts is responsible for leading a team of Customer Success Managers (CSMs) focused on driving customer value, adoption, retention, and growth across strategic enterprise customers. This leader will develop and execute customer success strategies that ensure customers achieve their desired business outcomes while maximizing the value of their investment in TeamViewer solutions
• Recruit, onboard, coach, and develop a high-performing team of Enterprise Customer Success Managers
• Establish clear performance expectations, career development plans, and accountability measures
• Conduct regular coaching sessions, performance reviews, and talent assessments
• Foster a customer-centric and results-oriented culture
• Drive customer retention, renewal readiness, and risk mitigation strategies across enterprise accounts
• Ensure proactive engagement with customers through executive business reviews, success planning, and adoption initiatives
• Partner with Sales to identify expansion and cross-sell opportunities
• Oversee customer health monitoring and intervention plans for at-risk accounts
• Build relationships with executive stakeholders within key enterprise customers
• Support strategic account planning and customer success strategies for the company's largest and most complex accounts
• Serve as an escalation point for critical customer issues and business challenges
• Ensure customers are achieving measurable business outcomes and realizing value from TeamViewer's solutions
• Partner with Sales leadership to support renewals, growth initiatives, and customer lifecycle management
• Collaborate with Support, Professional Services, Product, and Operations teams to improve customer experience
• Act as the voice of the customer by providing actionable feedback to internal stakeholders
• Drive alignment across departments to resolve customer challenges and improve customer outcomes
• Establish and optimize customer success processes, playbooks, and best practices
• Leverage customer health data, usage analytics, and customer feedback to drive decision-making
• Forecast customer retention and manage business risks proactively
• Ensure accurate account documentation and CRM hygiene
• Communicate business performance, customer trends, risks, and opportunities to senior leadership
• Develop dashboards and reports measuring team effectiveness and customer outcomes
• Present customer success strategies and business reviews to executive stakeholders

Requirements:

• Bachelor's degree in business, Technology, Management, or a related field
• 7+ years of experience in Customer Success, Account Management, Consulting, or related customer-facing roles
• 3+ years of people management experience leading Customer Success or Account Management teams
• Experience managing enterprise and strategic customer relationships within a SaaS or technology company
• Demonstrated success driving customer retention, adoption, and revenue growth
• Proven ability to lead, motivate, and develop high-performing teams
• Strong coaching and mentoring capabilities
• Experience managing through change and driving organizational initiatives
• Excellent executive presence and stakeholder management skills
• Deep understanding of customer lifecycle management and customer success methodologies
• Ability to identify business risks and develop mitigation strategies
• Strong strategic thinking and problem-solving skills
• Experience conducting Executive Business Reviews (EBRs) and value realization discussions
• Experience with CRM platforms
• Familiarity with Customer Success platforms such as Gainsight, Totango, ChurnZero, or similar
• Ability to analyze customer usage, health scores, and business performance metrics
• Strong presentation and communication skills
• Experience supporting enterprise software, SaaS, digital workplace, remote connectivity, or IT operations solutions
• Knowledge of customer adoption frameworks and change management principles
• Experience leading globally distributed teams
• DEX experience
• Salesforce