Customer Success Manager

Summary

Join WellSaid Labs as a Manager of Customer Success and lead a team of CSMs, driving customer retention, adoption, and revenue growth. You will mentor your team, implement customer success strategies, monitor key metrics, and manage customer escalations. This role requires strong leadership skills, experience in SaaS, and a data-driven approach. WellSaid offers a fully distributed, flexible work environment with competitive benefits, including full medical, dental, and vision insurance, a matching 401(k) plan, generous PTO, parental leave, and a learning & development stipend.

Requirements

• 4+ years of experience in Customer Success, with at least 1+ year in a leadership or team management role at a SaaS company
• Proven ability to coach, mentor, and develop customer success professionals
• Strong data-driven decision-making skills, with experience analyzing customer success metrics
• Proficiency with SaaS applications, customer success platforms, and CRM tools
• Excellent communication, stakeholder management, and problem-solving skills
• Ability to create and refine structured processes in ambiguous or evolving environments
• Passion for technology and a strong customer-first mindset
• Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Services) to align on customer needs
• Must be a U.S. Citizen or Permanent Resident
• Must pass a pre-employment background check

Responsibilities

• Lead, mentor, and develop a team of CSMs, fostering a high-performance culture and continuous professional growth
• Define and implement scalable customer success strategies and best practices to drive retention, adoption, and expansion
• Monitor key customer health metrics, proactively identifying and mitigating churn risks while identifying growth opportunities
• Manage Net Revenue Retention (NRR) and report key NRR metrics to the VP of Customer Experience
• Take ownership of customer escalations, ensuring timely resolution and customer satisfaction
• Implement and oversee call coaching to improve CSM effectiveness and customer interactions
• Drive cross-functional collaboration with Sales, Product, and Marketing teams to ensure customer feedback informs product enhancements and go-to-market strategies
• Establish and refine processes for onboarding, engagement, and renewal strategies
• Ensure a data-driven approach by tracking team performance and customer success metrics to measure effectiveness and optimize processes
• Be a champion for the customer by advocating for their needs internally and ensuring they receive exceptional support and service
• Support strategic accounts directly, providing executive-level guidance and intervention when needed
• Enhance team capabilities through training, enablement, and process improvements that align with company goals

Preferred Qualifications

Experience working in fast-paced or startup environments, with a strong ability to drive structure and scalability

Benefits

• Competitive salary and stock options
• Full medical, dental, and vision insurance
• Matching 401(k) plan
• Generous vacation policy/paid time off
• Parental leave
• Learning & development stipend
• Home office stipend
• Flexible schedules - work where and when you work best