Manager of Customer Success

About the role

You will translate strategic initiatives into scalable processes, oversee customer health and retention metrics, and act as the primary liaison between Customer Success and cross‑functional teams. This position is ideal for an operator fluent in lifecycle management, data reporting, and capable of providing structure and predictable execution for a high‑impact team.

Key responsibilities

• Lead day‑to‑day operations of the Customer Success department, driving performance across onboarding, adoption, health, renewals, retention, and support workflows.
• Coach, develop, and hold team members accountable to departmental goals and KPIs.
• Own relationships with strategic accounts and manage escalations when necessary.
• Proactively improve processes, optimize HubSpot and internal systems, and build efficient structures as the client base grows.
• Own the CX reporting framework, ensuring accurate KPI tracking, renewal forecasting, churn metrics, and adoption reporting.
• Build and maintain dashboards and reporting views in HubSpot for transparent visibility to leadership.
• Partner with Product, Engineering, Sales, and Support to advocate for customer needs and ensure smooth handoffs.
• Develop and optimize customer lifecycle processes, playbooks, SOPs, and enablement resources.

Required profile

• Bachelor's degree or equivalent experience.
• 5+ years of Customer Success, Account Management, or SaaS client‑facing experience.
• 3+ years leading Customer Success teams or customer‑facing functions.
• Proven success improving retention, reducing churn, increasing renewals, and driving adoption.
• Strong experience with KPI management, forecasting, and data‑driven decision‑making.
• Experience leading customer business reviews and executive‑level conversations.

Required skills

• HubSpot (reporting, dashboards, workflow automation)