Manager, Customer Success

We are seeking an experienced and strategic Customer Success Leader to manage and scale a team of Customer Success Managers (CSMs) supporting high-touch enterprise customers. In this role, you will work closely with the RVP of Sales and cross-functional field teams—including Solution Architects, Business Value Consultants, Technical Success Managers, Professional Services, and Channel Partners—to set and deliver strategic outcomes for your territory's book of business.

Key Responsibilities

• Team Leadership & Development: Oversee, hire, and develop a high-performing team of Customer Success Managers supporting enterprise accounts. Coach team members through effective 1:1s, performance management, and career development strategies.
• Strategic Execution & Planning: Partner with the RVP of Customer Success to define operational plans, clear goal-setting, execution strategies, and team metrics that align with broader business objectives.
• Customer Experience at Scale: Ensure customer journey principles are central to all decisions. Identify key opportunities to improve customer experience and mitigate account risks cross-functionally.
• Territory & Account Management: Assign account portfolios for optimal coverage. Represent the territory in Quarterly Business Reviews (QBRs) and joint strategy planning with sales leadership.
• Cross-Functional Collaboration: Partner closely with Sales, Marketing, Product, Finance, and Professional Services to drive adoption, mitigate churn, and maximize customer value.
• Data-Driven Reporting: Analyze key metrics, highlights, lowlights, and risk areas across your customer base, delivering monthly insights and strategic recommendations to executive leadership.

Qualifications & Requirements

• Experience: 12+ years of customer-facing experience with a proven track record of scaling high-growth enterprise SaaS/PaaS solutions.
• Leadership: Demonstrated ability to lead, coach, and inspire teams consisting of individual contributors at varying experience levels.
• Sales Partnership: Strong experience partnering directly with enterprise sales leaders to co-manage territory health, retention, and growth strategies.
• Domain Expertise: Solid background in Customer Success Management, Program Management, Professional Services, or Business Value Consulting within high-touch enterprise models.
• Analytical & Quantitative Skills: Ability to leverage data to understand, forecast, and drive customer behavior, product adoption, and health metrics.
• Communication & Soft Skills: Exceptional verbal and written communication skills; human-centric approach across geographies and cultures; intellectual curiosity and a sense of humor.

How you will be measured

• Net Retention Revenue; growing utilization within the existing Customer base
• Driving consumption of the product in the existing customer base
• Increasing Executive visibility into your Customer base
• Increasing Customer health scores
• Creating OutSystems advocates in your Customer base

What We Offer

• Competitive base salary with an attractive performance-based variable bonus scheme.
• Comprehensive medical, health insurance plans.
• Modern workspace with hybrid working flexibility.
• Structured career pathing, global mobility opportunities, and a diverse, inclusive workplace.