[Hiring] Manager, Customer Success @PerfectServe

Role Description

The Manager of Customer Success (Segment Leader) is accountable for leading a team driving customer adoption, value realization, retention, and operational excellence across a defined customer segment. This role leads a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), providing day-to-day coaching, technical guidance, and strategic direction to ensure team performance and customer outcomes.

Acting as the product-aligned Customer Success Subject Matter Expert (SME), the Segment Leader represents Customer Success in product-related forums, influences roadmap prioritization, and ensures customer needs are fully reflected across the organization. This role maintains a small portfolio of customer accounts to stay connected to real-world workflows, strengthen customer empathy, and model effective engagement practices.

The Manager blends people leadership, direct customer engagement, product expertise, and operational execution. This leader ensures crisp internal and customer communications, maintains accountability for incident response workflows, and drives continuous improvements that scale customer success across their segment.

What You’ll Do

• Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows.
• Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment.
• Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities.
• Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations.
• Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support.
• Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics.
• Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach.
• Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations.
• Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle.
• Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.

Qualifications

• 4+ years in Customer Success, Account Management, or a related SaaS leadership role.
• 2+ years of people management experience with a focus on coaching, mentoring, and team development.
• Proven track record of driving customer retention, adoption, and revenue growth.
• Strong technical acumen and troubleshooting skills, with the ability to translate complex concepts into customer value.
• Exceptional verbal, written, and presentation skills, with experience engaging executive stakeholders.
• Demonstrated success in leading process improvements in dynamic, cross-functional environments.
• Familiarity with clinical workflows, healthcare communication, or LEAN methodologies.
• Ability to travel up to 25%.

Preferred Qualifications

• MBA, MSN, or equivalent advanced degree.
• Experience supporting multiple SaaS product lines and diverse customer segments.
• Proficiency with Salesforce, Atlassian (Confluence & Jira), and customer support platforms (e.g., Zendesk).

Benefits

• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance options available day one.
• 401K - with match and immediately vested.
• 17 company holidays, 2 floating holidays plus competitive paid time off policy
• Internal Advancement Opportunities