Manager of Customer Success

 

 

Manager - Customer Success

Are you a strong Customer Success leader who still loves being close to the customer?

We’re looking for a Manager, Customer Success who thrives as a true player/coach: someone who can develop and lead a high-performing Customer Success team while personally managing a select portfolio of strategic customers.

This is a hands-on leadership role. You’ll coach CSMs, set expectations, monitor customer health, and strengthen how the team operates, but you’ll also stay in the game. You’ll build executive customer relationships, navigate complex situations, support renewals and growth opportunities, and partner across the business to deliver exceptional customer outcomes.

What You’ll Do

• Lead, coach, and develop a team of Customer Success Managers through clear goals, regular feedback, 1:1s, and ongoing development.
• Personally own a portfolio of high-impact customers, building trusted relationships with executive, business, and IT stakeholders.
• Monitor customer health, retention risks, service performance, and growth opportunities.
• Coach CSMs through customer strategy, escalations, renewals, executive engagement, and growth opportunities.
• Step in and lead resolution of complex or high-impact customer situations.
• Strengthen the quality and consistency of Customer Business Reviews/QBRs.
• Guide customer technology budgeting, lifecycle planning, renewals, and investment recommendations.
• Support the creation, negotiation, renewal, and modification of customer contracts and service agreements.
• Partner closely with Sales, Services, Engineering, Project Management, Finance, and Operations.
• Identify opportunities to improve Customer Success processes, tools, reporting, and team effectiveness.
• Build a culture of accountability, collaboration, continuous improvement, and customer-first thinking.

What You Bring

• 7+ years of experience in Customer Success, Account Management, Managed Services, Professional Services, or a similar customer-facing role.
• 2+ years of experience leading and developing customer-facing teams.
• A player/coach mindset: you’re equally comfortable coaching your team and rolling up your sleeves to manage customers and solve problems yourself.
• Experience managing strategic customer relationships and engaging executive stakeholders.
• Strong business acumen around customer retention, growth, recurring revenue, and service delivery.
• Proven ability to navigate escalations, competing priorities, and complex customer situations.
• Excellent communication, presentation, relationship-building, and problem-solving skills.
• Experience in an MSP, VAR, systems integrator, or technology services environment is preferred.
• Bachelor’s degree in Business, Information Technology, Communications, or a related field preferred.

Why This Role?

This is an opportunity for a leader who wants both leadership and customer impact. You’ll have the ability to shape how the Customer Success team operates and grows while remaining directly connected to the customers and business challenges that make the work meaningful.

If you’re the kind of leader who believes the best way to lead is to coach, set the standard, and get in the game alongside your team, we’d love to hear from you.

Compensation: From $120,000 annually

Includes full benefit package

TUSKER is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

We seek team members from all backgrounds to join our organization, and we encourage our employees to bring their authentic, unique, and best selves to work.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. 

TUSKER makes hiring decisions based solely on qualifications, merit, and business needs at the time.