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Posted: 10/20/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success Management, focusing on improving Net Revenue Retention, renewals, and customer engagement through strategic planning and cross-functional collaboration. Proven ability to lead teams, drive performance metrics, and enhance customer experiences using data-driven insights.
Highest-signal resume keywords
Customer Success ManagementNet Revenue Retention ImprovementCross-Functional CollaborationForecasting and ReportingTeam Leadership and Development
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Coach, mentor, and develop Customer Success Managers across multiple customer segments
- Create a culture of accountability, collaboration, and continuous improvement
- Drive performance through regular coaching, career development, and performance management
- Ensure team capacity, priorities, and customer coverage align with business objectives
- Own team performance against Net Revenue Retention and key business metrics
- Lead forecasting for renewals, churn risk, expansion opportunities, and portfolio health
- Monitor dashboards and KPIs to identify trends, risks, and opportunities
- Present business performance, forecasts, and recommendations to senior leadership
- Lead strategies across the customer lifecycle from onboarding through renewal and expansion
- Ensure customers achieve measurable business value through strategic Success Plans
- Improve adoption, engagement, advocacy, and long-term retention
- Drive consistency across customer engagement and lifecycle best practices
- Identify customer and commercial risk
- Lead executive-level customer escalations and complex renewal situations
- Implement strategies that reduce churn and improve renewal outcomes
- Use customer health data and insights to improve predictability
- Collaborate with Sales, Product, Support, Marketing, Operations, and Executive Leadership
- Translate customer feedback into product and operational improvements
- Lead initiatives that improve scalability, operational excellence, and customer experience
Requirements
What you’ll need- 6–10 years of experience in Customer Success, Strategic Account Management, SaaS, Ecommerce, Consulting, or related customer-facing commercial roles
- 3+ years leading and developing Customer Success or customer-facing teams
- Proven success improving NRR, renewals, customer retention, expansion, and adoption
- Experience managing forecasting, business reviews, reporting, and operational performance
- Strong understanding of Customer Success operating models, customer lifecycle management, segmentation, and health scoring
- Experience partnering cross-functionally with Sales, Product, Support, Finance, and Executive Leadership
- Strong analytical, strategic, and communication skills
- Experience leading complex customer escalations and balancing customer advocacy with business priorities
- Preferred: Experience with Gainsight, Salesforce, and Tableau
- Preferred: Background in SaaS, ecommerce, or subscription-based businesses
- Preferred: Familiarity with AI productivity tools such as ChatGPT, Claude, or NotebookLM
- Preferred: Experience using data and analytics to improve customer outcomes and operational performance
Benefits
Comp & perks- Remote-first work environment
- Optional collaborative workspaces in Austin, Atlanta, and London
- Variable compensation such as bonus or commission, where applicable
- Equity, where applicable
- Benefits in accordance with local policies
- Inclusive and accessible hiring experience
- Government ID and biometric verification processed securely in accordance with applicable privacy laws
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Lifecycle ManagementHealth ScoringPerformance ManagementData AnalysisOperational Performance Improvement
Soft Skills
Coaching and MentoringStrategic CommunicationAnalytical ThinkingProblem SolvingCollaboration
Tools & Technologies
GainsightSalesforceTableauAI Productivity Tools
Industry Keywords
SaaSEcommerceSubscription-Based BusinessCustomer AdvocacyChurn Reduction