Job Description
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 Super Ops 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 Super Ops’ 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 Super Ops’ 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 Super Ops’ 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.
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 Super Ops 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 Super Ops’ 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 Super Ops’ 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 Super Ops’ 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.
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