Lead Customer Success

Role Overview

As a Customer Success Manager , you will own a portfolio of high-potential growth customers while also enabling and mentoring a pod of CSMs. This role blends direct customer ownership with leadership, operational rigor, and cross-functional influence to scale customer outcomes across the SuperOps lifecycle.

Key Responsibilities

Customer Portfolio Ownership

• Serve as the primary point of contact for a defined portfolio of 15–20 accounts in the US market.
• Own the end-to-end customer relationship, driving onboarding success, product adoption, value realization, renewals, and expansion.
• Act as a trusted advisor, aligning SuperOps’ capabilities to customer business and technical objectives to ensure long-term success.

Pod Enablement & Coaching

• Provide ongoing coaching, tactical guidance, and mentorship to a small pod of Growth CSMs.
• Support team members in prioritization, problem-solving, renewal preparation, and handling complex customer scenarios.
• Act as a sounding board for both tactical execution and strategic decision-making, helping CSMs build confidence and capability.
• Serve as a go-to resource for escalations, alignment, and best-practice sharing within the pod.

Operational Excellence & Scale

• Continuously improve Customer Success processes to support scale and efficiency.
• Contribute to the development and refinement of playbooks, health scoring models, dashboards, and reporting frameworks.
• Improve visibility into customer health, risks, and expansion opportunities through structured systems and workflows.

Cross-Functional Collaboration

• Partner closely with Product, Sales, Solutions Engineering, and Support to deliver a cohesive and frictionless customer experience.
• Advocate for customer needs by providing structured feedback that influences product roadmap, enablement, and go-to-market strategies.
• Ensure smooth handoffs and alignment across the customer lifecycle.

Thought Leadership & Continuous Improvement

• Actively contribute insights into product, process, and Customer Success strategy to elevate SuperOps’ overall customer value.
• Share learnings, frameworks, and best practices with the broader CS organization.
• Support the creation of internal and external thought leadership content that reflects customer insights and success patterns.

What Makes You a Strong Fit

Proven Dual Capability

• Demonstrated success as a high-performing Customer Success Manager or CS leader managing mid-market or growth customers at scale.
• At least 1+ year of experience in a team lead, pod lead, or mentorship role.
• Strong track record of driving adoption, expansion, and renewals across a defined book of business.

Strategic and Hands-On

• Comfortable engaging senior business stakeholders while also supporting junior CSMs with tactical execution.
• Able to move seamlessly between strategic customer conversations and detailed, hands-on problem-solving.
• Solid understanding of the MSP landscape, with the ability to articulate SuperOps’ value to both technical and business audiences.

Process-Driven and Systems-Oriented

• Experience building, optimizing, or scaling Customer Success workflows, playbooks, and reporting mechanisms.
• Strong bias toward operational excellence and continuous improvement, with a mindset of incremental, measurable gains.
• Passionate about creating repeatable systems that enable teams to deliver consistent, high-quality customer experiences.

People-Centric Leader

• Naturally inclined to coach, mentor, and develop others.
• Invested in helping teammates grow in confidence, skill, and impact while holding a high bar for execution and accountability.