Customer Success Manager

We are hiring a Customer Success Manager to join our Philadelphia office and take ownership of a defined book of mid-market and enterprise accounts. This is a player-coach role with real scope and real accountability.

The role

As Customer Success Manager, you will lead a team of four to eight associates while staying close to the accounts yourself. Core responsibilities include:

• Owning retention, renewal forecasting, and expansion across your team's book of business
• Running quarterly business reviews and executive-level relationship building on key accounts
• Coaching associates on account strategy, discovery, and difficult client conversations
• Partnering with sales, product, and support to turn customer feedback into product direction
• Stepping into at-risk accounts personally and leading the save motion end to end
• Reporting on health metrics, churn risk, and growth pipeline to senior leadership

What we are looking for

Five or more years in customer-facing roles, with at least two spent leading a team. Comfort with forecasting, retention metrics, and candid conversations when accounts are at risk. Strong writing, sound judgment on when to pick up the phone, and a genuine interest in why customers stay. SaaS or subscription experience is a plus but not a requirement.

Compensation and benefits

Competitive base with performance bonus, equity, full health coverage, and a hybrid schedule out of Center City. Three days on site, two flexible.

How to apply

Send your resume.

Pay: $71,000.00 - $79,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Life insurance

Work Location: In person