CSM Manager

Manager of Customer Success

Reports To: Head of Sales

Location: UK Remote / Zagreb Hybrid

We are seeking a customer success leader to own our Customer Success function. This role has full accountability for customer renewals across all segments, while also standardising systems, processes, and operating rhythm to enable Customer Success Managers to perform at a high level. This is a highly cross functional role that partners closely with Sales, Product, Marketing, and Revenue Operations.

This role is a people leadership position. It manages and develops a team of Customer Success Managers, with another function reporting into it. This role does not carry a personal book of accounts.

Key Responsibilities

Revenue and Renewals

• Own end to end renewal performance across Corp, Large and SMB accounts
• Drive retention strategy, renewal forecasting, and renewal execution
• Identify churn risk early and implement mitigation plans

Customer Success Operations and Process

• Design, implement, and continuously improve standardised CSM processes
• Define best practices for onboarding, adoption, expansion, and renewals
• Build scalable playbooks, templates, and workflows for the CSM team
• Ensure consistent customer experience across segments

Leadership and Team Development

• Directly manage and coach Customer Success Managers
• Set clear expectations, goals, and performance metrics for the team
• Support hiring, onboarding, and ongoing enablement of CSMs and other team members.

Data, Reporting, and Forecasting

• Own customer health scoring, renewal forecasts, and executive reporting
• Analyze trends in retention, expansion, and customer engagement
• Use data to inform process improvements and strategic decisions