Manager- Customer Success

Responsibilities: Lead and develop a team of Customer Success Managers across various tiers while managing a small portfolio of strategic executive accounts. Drive key performance metrics including GRR, NRR, and NPS through the implementation of retention playbooks and AI-enabled workflows.

Requirements: Requires over 5 years of experience in B2B SaaS customer success and at least 3 years of team management experience. Candidates must be proficient in CRM platforms and have a demonstrated ability to use AI tools to improve operational output.

Key skills: Customer Success Management, Team Leadership, Account Management, Enterprise Account Management, Retention Economics, Renewal Management, CRM Proficiency, AI Tool Implementation, Strategic Planning, Cross-functional Collaboration, Churn Prediction, NPS Management

Keywords: B2B SaaS, Customer Success, GRR, NRR, NPS, HubSpot, Salesforce, Churn Prediction, Executive Level Management, Hospitality Technology, Property Technology, Account Health, EBR, Retention Playbooks, AI Tools