Manager, Customer Success

🕒 Julho 23

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Posit PBC

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2009

☁️ SaaS

🏢 Corporativo

📚 Educação

SaaS • Enterprise • Education

Posit PBC é uma empresa de benefício público que desenvolve e mantém softwares de código aberto e comercial para ciência de dados, pesquisa científica e comunicação técnica. A empresa fornece ferramentas focadas em desenvolvedores e serviços gerenciados — como Posit Connect, Posit Workbench, Posit Package Manager, Posit Cloud, IDEs RStudio/Positron, Quarto e Shiny — para ajudar equipes a construir, compartilhar e implantar fluxos de trabalho R e Python em escala, com segurança, governança e suporte para empresas. A Posit também oferece programas de educação e comunidade (Posit Academy, conferências e projetos comunitários) para ajudar os usuários a aprender e adotar a ciência de dados de código aberto.

Descrição

• Team leadership & coaching: Lead, mentor, and inspire a team of Customer Success Managers by providing structured coaching, clear expectations, and ongoing development to help them thrive and deliver measurable value to customers • Performance management: Establish clear expectations and KPIs aligned to retention, expansion, customer health, and strategic impact—ensuring consistent team performance and accountability • Customer advocacy: Serve as a trusted advisor and escalation point for key accounts—helping customers navigate change, ensuring Posit remains relevant to their evolving needs, and reinforcing long-term relationships through strategic engagement • Cross-functional leadership: Build strong partnerships with Sales, Product, Engineering, and Support—aligning on shared goals, proactively resolving risks, and driving initiatives that improve the end-to-end customer experience • Process and program design: Design and evolve scalable playbooks, engagement models, and reporting systems—using customer insights as a key input to ensure they remain relevant, consistent, and impactful across the customer lifecycle • Hands-on execution (as needed): Step in when necessary to support high-stakes accounts, model best practices, or refine the customer journey—while empowering your team to lead day to day

🎯 Requisitos

• Significant experience in Customer Success, Account Management, or post-sales roles in software • Experience leading enterprise teams, ideally with technical customers • A coaching-first mindset with a track record of developing high-performing teams • Strong operational skills—able to build and refine playbooks, reporting, and workflows • Strategic prioritization skills to focus team efforts where they’ll have the greatest impact • Clear communicator and effective collaborator across functions and levels • Comfortable navigating escalations and serving as a trusted advisor to key accounts • Adaptable, with a bias toward action and comfort working through ambiguity in a fast-moving, remote environment • Comfort working with AI tools and driving AI process improvements.

🏖️ Benefícios

• 100% of medical, dental, and vision insurance premiums are covered for employees and their families! Fertility and gender-affirming healthcare is included in all of our plans. • Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt in to our insurance plans, including Ginger for teen family members. • Posit's gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents. • All full-time employees are eligible for 401k enrollment starting on day one. • After six months of employment, Posit provides a substantial yearly match to employee 401K contributions. • An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year. • We are a 100% distributed team. You are also welcome to come into our Boston office. • We offer a $400 monthly reimbursement for coworking space rental if you prefer to work away from home. • Our Lifestyle Savings Account offers an initial deposit of $1800 and then an additional quarterly stipend of $375 to cover the costs of professional development, wellness, financial health, charitable giving, and remote work support. • We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 15 paid company holidays.