Own renewal, churn, and expansion outcomes for the team's book of business, in partnership with Sales and Renewals.
Build and maintain strategic success plans for priority accounts, with owners and timelines.
Identify at-risk customers early and drive save plans and cross-functional mitigation.
Recruit, develop, and performance-manage a Customer Success team, including 1:1s and career plans.
Standardize adoption, value realization, and churn-mitigation playbooks, and own forecasting and reporting.
Act as the main Customer Success contact for Sales, Renewals, Support, Product, and Services.
Represent Customer Success in escalations and incident reviews.

Experience leading and mentoring teams
Strong understanding of subscription / ARR business models, renewals, and expansion mechanics.
Comfortable working with executive stakeholders (Director, VP, C-level) and leading structured, outcome-driven meetings.
Previous roles in Private Equity / VC owned businesses
Customer success, account management, or consulting experience in B2B SaaS or enterprise software.
Experience running a rolling four-quarter churn forecast with weekly executive updates.
Ability to interpret health scores, usage, and churn data and turn them into action.
Proven record driving adoption and value realization in complex, multi-stakeholder accounts.
Excellent written, verbal, and presentation communication skills.
Preferred: IAM, cybersecurity, or adjacent enterprise SaaS experience; Gainsight, Totango, ChurnZero and Salesforce; managing distributed or remote teams.

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Posted	22 Oct 2026
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Manager, Customer Success