Manager, Customer Success

Summary

Join Greenhouse as a Manager, Customer Success (Mid-Market) to lead a high-performing team, driving customer retention and growth. You will mentor and develop Customer Success Managers, ensuring a seamless customer experience and measurable business impact. This role involves building strong customer relationships, developing scalable processes, and collaborating with cross-functional teams. You will use data to inform decisions and drive performance, contributing to the overall strategy and development of the CS organization. The ideal candidate is a strategic thinker, coach, collaborator, problem solver, and data-driven leader with 2-4 years of management experience in Customer Success or Account Management. Greenhouse offers a competitive salary and benefits package.

Requirements

• 2-4 years of management experience in Customer Success or Account Management
• Proven ability to prioritize the needs of a team while aligning with business objectives
• Experience with account planning, multi-threaded customer engagement, and retention strategies
• Strong customer-facing and presentation skills with the ability to establish credibility with cross-functional stakeholders and executives
• Ability to use data and metrics to measure success and drive team performance
• Experience with technical products and customer management platforms (e.g. Salesforce, Gainsight, Gong)

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers (CSMs) supporting Mid-Market customers
• Own customer retention and satisfaction metrics, ensuring a seamless customer experience and measurable business impact
• Establish relationships with key customer stakeholders (VP+ and C-Level), advocating for customer success and long-term growth
• Build a culture of accountability, collaboration, and innovation, ensuring team alignment with CS goals, OKRs, and initiatives
• Partner cross-functionally with Account Management, Support, and Product teams to drive strategic initiatives and improve the customer journey
• Identify opportunities for operational efficiencies and process improvements within the CS organization
• Serve as a key member of Mid-Market CS leadership, contributing to strategy, hiring, and organizational development

Preferred Qualifications

B2B SaaS experience, preferably in the Mid-Market segment and HR Tech Industry knowledge, a plus

Benefits

• Medical, dental, and vision insurance
• Basic life insurance
• Mental health resources
• Financial wellness benefits
• A fully paid parental leave program
• Short-term and long-term disability coverage
• A 401(k) plan and company match
• Up to 13 scheduled paid holidays and up to 80 hours of paid sick leave
• Up to 20-25 days of paid vacation time, depending on tenure
• Unlimited paid time off (PTO)