[Hiring] Customer Success Manager @Veracross

Role Description

The Manager, Customer Success, North America leads the North America Customer Success team and is accountable for team performance across retention, qualified opportunity generation, and SIS lead creation. This role owns team coaching, churn forecasting, renewal execution, and operational consistency across the regional portfolio.

The Manager partners closely with Sales, Support, Implementation, Product, and leadership to reduce churn, expand customer value, and build a high-performing team. This role may retain a limited strategic portfolio, but its primary focus is team leadership and regional execution.

Job Responsibilities

• Lead, coach, and develop the North America CSM team, including Team Leads where applicable.
• Set clear expectations tied to retention, qualified opportunity generation, SIS lead creation, and account management discipline.
• Own regional churn forecasting and lead regular risk reviews to ensure risks are identified early, documented clearly, and actively mitigated.
• Step into high-risk or high-value customer situations as needed to support save plans, renewals, and executive alignment.
• Ensure renewals are managed proactively, forecasted accurately, and documented cleanly in Salesforce.
• Drive expansion discipline by coaching CSMs on opportunity identification, lead quality, and effective partnership with Sales.
• Enforce consistent use of Salesforce and Catalyst for health monitoring, risk tracking, task management, and account planning.
• Partner cross-functionally with Sales, Support, Implementation, and Product to resolve escalations and improve customer outcomes.
• Hire, onboard, manage, and develop talent, including succession planning for future Team Leads and Managers.
• Provide regular reporting and recommendations on regional risk, team performance, process gaps, and staffing needs.

Qualifications

• Bachelor's Degree or equivalent experience.
• 7+ years of experience in SaaS customer success, account management, or other post-sales roles.
• 2+ years of experience managing or formally leading customer-facing teams.
• Demonstrated success driving retention, renewals, and expansion performance.
• Strong experience with churn forecasting, pipeline management, and operational rigor.
• Strong coaching, performance management, and cross-functional leadership skills.
• Excellent written and verbal communication skills.
• Ability to operate strategically while staying close to execution details.
• Experience in K-12 private school, education SaaS, or a related market preferred.

Measures of Success

• Team Total ARR Retention.
• Team Total Qualified Opportunity Generation ARR.
• Team attainment of SIS new logo leads from non-SIS customers.
• Forecast accuracy and reduction in surprise churn.
• Renewal pipeline hygiene and execution quality.
• Development, engagement, and retention of team members.

Candidate Profile

• Strong operator who combines coaching with accountability.
• Calm and decisive in churn or escalation scenarios.
• Commercially minded and comfortable partnering closely with Sales.
• Data-driven leader who uses trends and performance signals to drive action.
• Clear communicator who can influence across teams and levels.

Benefits

• 3 weeks of vacation per year.
• 14 paid holidays per year (including the week off between Christmas and New Year's Eve).
• 56 hours of paid sick leave annually.
• Top tier benefits - Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed).
• Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits.
• Salary range for this position is $90k to $100k (annualized USD) in addition to potential bonus.