Customer Success Manager Leader

Role Overview

A Customer Success Manager Leader plays a critical role in driving customer value at scale by leading a team of Customer Success Managers. This role is responsible for translating customer success strategy into execution, ensuring consistent adoption, retention, and expansion outcomes across the customer base.

The CSM Manager partners closely with Sales, Product, and Support leadership to build a high-performing team, establish operating rhythms, and drive measurable business outcomes including renewals, adoption, and customer satisfaction.

Roles & Responsibilities

• Team Leadership & Coaching
• • Lead, coach, and develop a team of Customer Success Managers to drive high performance and accountability.
  • Establish a strong coaching culture focused on customer outcomes, proactive engagement, and continuous improvement.
  • Conduct regular performance reviews, skill development plans, and talent calibration.
• Customer Success Strategy & Execution
• • Translate organizational strategy into clear team-level operating models, playbooks, and KPIs.
  • Ensure consistent execution of customer lifecycle management, including onboarding, adoption, value realization, and renewal.
  • Drive standardized success motions across segments while adapting to regional or customer-specific needs.
• Operational Excellence
• • Define and implement operating rhythms (QBRs, account reviews, pipeline health checks, escalation reviews).
  • Monitor and manage key success metrics such as adoption, utilization, health scores, churn risk, and renewals.
  • Build and scale repeatable playbooks for onboarding, adoption acceleration, and risk mitigation.
• Customer Outcomes Ownership
• • Own team-level performance across:
  • • Adoption & utilization
    • Customer health
    • Renewals and retention
    • Escalation management
  • Ensure proactive identification and management of at-risk accounts with clear action plans.
• Cross-functional Collaboration
• • Partner with Sales leadership to align on account strategy, renewals, and expansion opportunities.
  • Work closely with Product and Engineering to represent customer feedback and influence roadmap priorities.
  • Align with Support and Services teams to ensure seamless customer experience.
• Executive Engagement
• • Build and maintain relationships with senior customer stakeholders.
  • Support executive-level business reviews and strategic account discussions.
  • Act as an escalation point for critical customer situations.
• Change Leadership & Transformation
• • Lead organizational changes such as transitioning from CSE to CSM models or introducing new customer success motions.
  • Drive adoption of new processes, tools, and frameworks across the team.
  • Foster resilience and adaptability during periods of change.

Required Skills & Qualifications

• 10+ years of experience in customer success, account management, or related post-sales roles
• 3–5+ years of people management experience leading customer-facing teams
• Proven ability to drive measurable outcomes (adoption, renewals, customer satisfaction)
• Strong leadership presence with the ability to influence cross-functional stakeholders
• Excellent communication skills with experience engaging executive audiences
• Data-driven mindset with experience leveraging dashboards, KPIs, and reporting
• Strong program management and operationalization capabilities
• Experience in SaaS, cloud, or enterprise technology environments

CSM Manager Must-Have Capabilities

• Strong coaching mindset and performance management skills
• Ability to translate strategy into operating rhythms, KPIs, and playbooks
• Executive communication and Sales partnership maturity
• Change leadership experience (transitioning teams / new motions)

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.

If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at [email protected]. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.