Manager of Customer Success

Company Overview

Yoodli is the AI roleplay simulator redefining how individuals and teams master communication. Think of it as the batting cage before the big game— but for communication. Whether it’s a sales pitch, manager feedback session, or media interview, Yoodli provides private, judgment‑free, just‑in‑time coaching. Leaders at companies like Google, Databricks, Snowflake, Ring Central, Toastmasters, and Dale Carnegie use Yoodli to ramp reps faster, improve message delivery, and reduce coaching burden on frontline managers.

The result is stronger performance, greater team readiness, and a more scalable path to impact.

We’re building a new category called Experiential Learning: a new AI‑powered category that helps people learn through conversational roleplays. People don’t learn from slides; they learn through dialogue, questions, and iteration. Yoodli makes that process interactive, personalized, and always up to date. It’s learning that feels fun, builds confidence, and finally lets organizations measure the ROI of training.

We’ve raised $40M in Series B funding, doubled our team in 2026, and are headquartered at the beautiful Pier 70 in Seattle.

• TED Talk with our “Why”
• Explainer on experiential learning

As Manager, Customer Success, you’ll lead and scale a high‑performing CSM team with a clear north star: driving meaningful customer outcomes that translate into long‑term trust, retention and expansion.

This is a people leader, player‑coach, and operator role. Everything you do – hiring, coaching, systems, cadence – is in service of helping customers realize tangible value from Yoodli, deepen their partnership with us, and confidently make bigger bets over longer horizons.

You’ll own team performance across adoption, retention, renewals and expansion, while setting the standard for what “great Customer Success” looks like at Yoodli: proactive, outcome‑oriented, and deeply trusted by our customers.

This role is hybrid; we are looking for Seattle‑based candidates who will be in the office at least 3 days per week.

You will build, grow, and retain an exceptional team of CSMs who are accountable not just for activity, but for customer outcomes and value realization.

• Own hiring, interviewing, onboarding, performance management and career development for a team of CSMs
• Build a thoughtful hiring plan based on capacity needs, skill gaps and customer tiers
• Make strong hiring decisions, and be accountable for them
• Set clear performance expectations and address underperformance quickly and directly
• Establish career ladders, growth plans and promotion criteria for CSMs
• Retain and develop top performers, not just manage headcount

Model what outcome‑driven Customer Success looks like in practice. You will stay close to customers and actively coach your team on how to lead accounts toward measurable outcomes and durable value.

• Coach CSMs weekly with specific, account‑level feedback
• Run structured account reviews and renewal/expansion strategy sessions
• Serve as the escalation owner for highest tier customer issues
• Model crisp communication, executive presence and proactive risk management
• Jump into complex customer situations to unblock progress and demonstrate best practices
• Step in to cover accounts during PTO, parental leave or transitions when needed

Build systems that scale customer outcomes, not just activity. You will update, design and run the operating system that enables Customer Success to consistently deliver value as Yoodli scales.

• Define and run the CS operating cadence (team meetings, Q  standards, renewal forecasting, health reviews)
• Improve, build and document CS playbooks across onboarding, adoption, renewals and risk
• Own CRM hygiene, renewal forecast accuracy and reporting rigor
• Partner with Rev Ops and Product to improve usage tracking, health scoring, NPS/CSAT and feedback loops
• Use data to identify risk early and drive proactive interventions

• Customers achieve the outcomes they bought Yoodli for—and can clearly articulate the value they’re getting
• Renewals feel earned, predictable and grounded in…