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Team Manager, Customer Success – Enterprise Accounts
TeamViewer. Recruit, onboard, coach, and develop a high-performing team of Enterprise Customer Success Managers .
About the role
Key responsibilities & impact- Recruit, onboard, coach, and develop a high-performing team of Enterprise Customer Success Managers
- Establish performance expectations, career development plans, and accountability measures
- Conduct coaching sessions, performance reviews, and talent assessments
- Foster a customer-centric and results-oriented culture
- Drive customer retention, renewal readiness, and risk mitigation across enterprise accounts
- Ensure proactive customer engagement 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 complex accounts
- Serve as an escalation point for critical customer issues and business challenges
- Ensure customers achieve measurable business outcomes and realize value from TeamViewer solutions
- Partner with Sales leadership on 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 and provide actionable feedback to internal stakeholders
- Drive cross-departmental alignment to resolve customer challenges and improve outcomes
- Establish and optimize customer success processes, playbooks, and best practices
- Use customer health data, usage analytics, and customer feedback to drive decisions
- Forecast customer retention and proactively manage business risks
- 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
What you’ll need- Bachelor's degree in business, Technology, Management, or a related field; DEX experience preferred
- 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, Salesforce preferred
- 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
Benefits
Comp & perks- Competitive compensation and bonuses
- Flexible PTO and paid holidays
- 401(k) with employer matching
- Comprehensive Health insurance package including 100% employer-paid medical coverage
- Up to 12 weeks of Parental Leave
- Basic Life Insurance
- Short-Term & Long-Term Disability, 100% employer-paid
- Quarterly teambuilding events
- Leadership luncheons
- Companywide “All Hands” meetings
- Open door policy
- Business casual dress code
- Diversity, inclusion, and supportive workplace culture
- Employee accommodations and adjustments during the application or hiring process