Manager, Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Success based in United States. This is a strategic people-leadership role overseeing a high-value customer portfolio across the Americas. You will lead a team of experienced Customer Success Managers responsible for retention, growth, and exceptional service for strategic B2B customers. The role combines coaching, commercial ownership, customer strategy, and operational excellence in a fast-scaling environment. You will help teams proactively identify customer risks, unlock expansion opportunities, and navigate complex multi-country relationships. As a senior customer advocate, you will influence Product, Operations, Sales, Legal, and other teams to improve customer outcomes. You will also champion AI adoption, using data and intelligent workflows to make Customer Success more proactive, efficient, and scalable. The position is fully remote and requires flexibility to support both West and East AMER time zones. Lead, coach, and develop a team of five Customer Success Managers across the Americas, establishing effective 1:1s, portfolio reviews, pipeline reviews, and team calibrations. Manage team capacity, portfolio allocation, and workload balancing using customer complexity, engagement volume, headcount, and other relevant effort indicators. Own hiring and team growth plans, ensuring appropriate coverage across AMER markets and customer segments. Drive retention, churn prevention, contraction management, and expansion outcomes across a high-value customer portfolio. Establish proactive account-health and early-warning mechanisms so risks are identified and addressed before they become escalations. Partner with Sales to identify expansion opportunities, including new-country launches, product cross-sells, and customer growth initiatives. Lead complex customer escalations and coordinate with Operations, Product, Legal, Payroll, and other teams to achieve timely resolutions. Represent the voice of the customer internally by translating feedback, risks, and requirements into actionable recommendations and ensuring cross-functional accountability. Contribute to regular churn and contraction reviews through data-driven risk assessments and customer-save strategies. Champion AI-assisted Customer Success workflows to automate portfolio monitoring, identify risk signals, improve account research, and reduce manual reporting. Develop AI-powered playbooks and standardized workflows for meeting preparation, renewal-risk assessment, customer feedback analysis, escalation triage, and other recurring activities. Promote AI literacy across the team and evaluate emerging technologies that can improve customer health analysis, predictive scoring, sentiment analysis, and intelligent workflows. Use portfolio data, engagement signals, CRM information, and AI-generated insights to shift the team toward proactive, evidence-based account management. Requirements: 5+ years of experience in customer-facing roles, including at least 2 years in Customer Success or Account Management within a B2B SaaS environment. At least 2 years of people-management experience, ideally leading teams distributed across multiple AMER time zones. Demonstrated experience managing a commercial book of business with responsibility for retention, expansion, and churn prevention. Strong interpersonal and communication skills, with the ability to influence senior stakeholders and collaborate effectively across functions. Excellent problem-solving, conflict-resolution, and stakeholder-management abilities, particularly when navigating ambiguity and organizational complexity. Strong operational discipline, with the ability to maintain recurring team deliverables while simultaneously managing urgent customer escalations. Comfortable working with data and analytics, including portfolio-health metrics, ARR, engagement data, and customer