Manager, Customer Success (Agency) (SaaS)

TL;DR

Manager, Customer Success (Agency) (SaaS): Drive customer retention, expansion, and satisfaction across agency accounts with an accent on renewals, forecasting, and team leadership. Focus on coaching Customer Success Managers, building stakeholder relationships, and implementing data-driven strategies to improve account outcomes and revenue growth.

Location: Remote (US). Up to 10% travel required; attendance at annual offsite in Mexico expected. Limitations on hiring locations; cannot always support relocation.

Salary: $130,000 - $160,000+ (OTE, geo-neutral in US)

Company

Leading SaaS platform for PR and communications professionals, providing AI-powered media database, monitoring, and analytics to streamline workflows and measure impact.

What you will do

• Lead, coach, and develop a team of Customer Success Managers for agency customers
• Drive Gross and Net Revenue Retention through renewals and expansion strategies
• Build relationships with key stakeholders in strategic agency accounts
• Forecast GRR and NRR accurately and manage renewals/expansion pipelines
• Identify performance gaps and implement improvement plans
• Partner cross-functionally with Onboarding, CX, Product, and RevOps
• Translate customer feedback into product and go-to-market insights
• Hire, develop, and retain top talent in Customer Success

Requirements

• 7-10 years in B2B SaaS customer success, account management, or sales
• Proven experience managing renewals, expansion, or retention pipelines
• Experience leading or mentoring teams with focus on coaching
• Strong analytical skills and data-driven decision making
• Experience with CRM tools and pipeline/forecasting
• Strong communication and relationship-building skills
• Ability to thrive in fast-paced, distributed environment
• Alignment with core values: Customer Devotion, Resilience, Transparency, Ownership
• Proactively incorporate AI tools into daily work

Nice to have

• Experience working with agencies or agency relationships
• Background in SaaS, MarTech, or similar industries

Culture & Benefits

• Fully distributed team with permanent remote work, home office stipend, and coworking membership
• Geo-neutral competitive pay in US, 401(k) with contributions, equity opportunities
• Comprehensive health insurance, HSA, wellness stipend, Headspace
• 4+ weeks PTO, paid sick/mental health days, 13 holidays, 16 weeks parental leave
• Learning: Coursera/O’Reilly access, performance reviews, leadership training, 2 extra PTO days for development
• Inclusive culture emphasizing equity, collaboration, and customer-first approach

Hiring process

• Intro call with Talent Team
• Video interview with Hiring Manager
• Live working session
• Panel interviews with executive team