Manager, Customer Success (SaaS)

Location: Hybrid remote in Austin, Texas, United States; office attendance is required four days per week.

Company

Provides a unified IT operations platform for endpoint management, patching, backup, and remote access, serving nearly 40,000 customers in more than 140 countries.

What you will do

• Hire, lead, mentor, and develop a team of Account Managers while setting KPIs, performance targets, and development plans.
• Oversee strategic relationships with major customers, maintain executive-level engagement, and act as a trusted advisor and escalation point.
• Drive renewals, cross-sell and up-sell opportunities, product adoption, retention, and customer satisfaction.
• Analyze product usage, customer feedback, performance metrics, and growth data to identify risks and improvement opportunities.
• Use Salesforce to track activities, forecast opportunities, report account progress, and improve scalable account management processes.
• Collaborate with Sales, Marketing, Product, Support, and Services to optimize the customer journey and advocate for customer needs.

Requirements

• 2–3 years of experience as an Account Manager or Customer Success Manager in B2B SaaS.
• Direct people leadership experience managing Account Managers or similar customer-facing teams.
• Strong consultative communication, active listening, objection-handling, analytical, organizational, and prioritization skills.
• Ability to collaborate cross-functionally and influence without direct authority.
• Experience with Salesforce.
• This position is not eligible for visa sponsorship.

Nice to have

• Experience in the SaaS, cloud, or IT industry.

Culture & Benefits

• Collaborative, kind, curious, and customer-focused work environment.
• Full-time hybrid work arrangement.
• Medical, dental, and vision insurance.
• 401(k) plan and unlimited paid time off.
• Opportunities for professional growth and advancement.