Manager, Customer Success; Enterprise

Current job opportunities are posted here as they become available.

The Manager, Customer Success at Churn Zero is a leadership role responsible for guiding and empowering a team of CSMs to drive customer adoption, retention, and growth. As a player-coach, the Manager provides strategic direction, supports escalations, and fosters a culture of collaboration, accountability, and continuous improvement. They work cross-functionally with Implementation, Solutions Engineering, Sales and Marketing to optimize customer outcomes while refining and scaling Churn Zero’s revenue and experience strategies.

Job Title: Manager, Customer Success (Enterprise)
Classification: Full-time, Exempt
Reports to: Vice President, Customer Success
Location: Remote - US
On Target Annual Earnings
: $120,000 to $140,000k OTE

• Partner with Enablement to recruit and train CSMs to develop high-performing teams.
• Lead, mentor, and develop a high-performing team of CSMs to drive customer retention, expansion, and satisfaction.
• Foster a culture of accountability, collaboration, and continuous learning within the team.
• Serve as a key escalation point for complex customer challenges, ensuring timely resolution and positive outcomes.
• Own and drive GRR and NRR objectives, ensuring the team meets or exceeds targets.
• Provide accurate forecasting of renewals and expansions, ensuring data integrity and predictability in revenue performance.
• Partner with leadership on strategic initiatives to enhance customer success operations, product adoption, and overall customer experience.
• Collaborate cross-functionally with Implementation, Solutions Engineering, Sales, Product, and Marketing teams to drive customer outcomes and improve the Churn Zero platform based on customer insights.
• Contribute to high-impact projects that support scalability, operational efficiency, and customer success innovation.
• Monitor and optimize customer health scoring, renewal pipeline, and expansion opportunities.
• Standardize and enforce key processes, including customer onboarding, QBRs, and renewal playbooks.
• Track and report on key performance metrics, leveraging insights to refine team strategy and execution.

• 7+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in SaaS.
• 3+ years of experience managing and leading people, with a proven ability to mentor and develop high-performing teams.
• Demonstrated track record of achieving and exceeding retention (GRR) and expansion (NRR) targets, with experience in forecasting and pipeline management.
• Strong strategic thinking and problem-solving skills, with the ability to balance customer needs and business objectives.
• Excellent communication and stakeholder management skills, with experience engaging with senior executives and cross-functional teams.
• Churn Zero experience is strongly preferred, with a deep understanding of how to leverage the platform for customer success and retention.

Churn Zero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value rnZero's customer growth software connects proprietary Customer Success AI™, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. Churn Zero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide.

Founded in 2015, Churn Zero is a remote-first company with headquarters in Washington, D.C.