Manager, Commercial Customer Success

📋 Description

• Lead and develop a Commercial CS team delivering best-in-class support at scale
• Oversee a shared inbox to ensure triage, resolution, and satisfaction
• Design and implement the Commercial CS engagement program and lifecycle touchpoints
• Create scalable initiatives (newsletters, office hours) and coach on best practices
• Monitor customer health, engagement trends, and feedback to inform program improvements
• Partner with Renewals team to support accurate forecasting and renewals

🎯 Requirements

• Bachelor's degree or equivalent experience
• 4+ years of experience in Customer Success, Support, or a SaaS role
• 2+ years of people management or team leadership experience
• Proven ability to deliver excellent customer experiences in scaled support models
• Experience partnering with Renewals, Sales, or Account Management to support retention
• Strong program-building mindset with the ability to create repeatable, scalable solutions

🎁 Benefits

• Paid parental leave
• Equity and 401(k) plan
• Medical, dental, vision, and life insurance
• Balance Days (additional paid holidays)
• Fertility and Adoption Assistance
• Paid Sabbatical