Customer Success Manager

🕒 May 2

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Bloom Equity Partners

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

💸 Finance

🤝 B2B

Finance • B2B

Bloom Equity Partners is a private investment firm that leverages decades of investing and operating experience to unlock transformational growth in operating businesses globally. The firm focuses exclusively on lower-middle market technology, software, and technology-enabled services, providing growth capital and majority-control investments to management-led teams. Bloom pairs flexible capital with proprietary operating playbooks and specialized operational resources to help portfolio companies scale, pursue accretive M&A, and achieve market leadership, primarily across North America, Western Europe, and Australia/New Zealand.

📋 Description

• Own the continuous improvement of people, process, and technology to deliver a best-in-class Customer Success program across the global customer base. • Design, operationalize, and continuously refine a tiered engagement model: low-touch / high-engagement for SMB and high-touch / high-engagement for enterprise and government customers. • Define and instrument a customer health framework that combines product usage, sentiment, support, and commercial signals to drive proactive intervention. • Serve as a player-coach by personally owning a strategic book of business while leading and developing the broader CS team. • Develop, document, and drive adoption of playbooks for renewals, expansion, churn mitigation, and at-risk recovery across all customer segments. • Build and maintain a predictable renewals pipeline with rigorous forecasting, risk scoring, and stage-gate discipline. • Partner with Sales on cross-sell and upsell motions across our multi-product portfolio, ensuring CS surfaces qualified expansion opportunities and supports complex multi-product land-and-expand strategies. • Drive measurable improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), logo retention, and time-to-value. • Operationalize and continuously optimize the Customer Success tech stack, including Gong, HubSpot, Maxio, Confluence, and JIRA. • Evaluate, recommend, and implement best-in-class additions to the CS tech stack (e.g., dedicated CS platforms, digital engagement tooling, AI/agentic workflows). • Define and own the KPI framework that drives renewals pipeline, GRR/NRR, adoption, expansion, NPS/CSAT, and CS team productivity. • Build dashboards and reporting cadences that provide leadership and the Board with a clear, data-driven view of customer health and commercial outcomes. • Recruit, develop, mentor, and retain a high-performing global Customer Success team across SMB, enterprise, and government segments. • Build career paths, performance frameworks, and enablement programs that grow CS talent at scale. • Foster a culture of accountability, customer obsession, collaboration, and continuous improvement. • Act as the data-driven voice of the customer to Sales, Product, Marketing, and Engineering, translating insights into roadmap, GTM, and lifecycle programs. • Partner with Sales leadership on segmentation, joint account planning, handoffs, and shared revenue accountability. • Partner with Product on adoption, feature feedback, beta programs, and customer advisory boards. • Partner with Marketing on customer references, case studies, advocacy, and lifecycle communications. • Where applicable, lead the integration of acquired businesses, customer bases, and product lines into the unified Customer Success program.

🎯 Requirements

• Bachelor's degree required; or relevant advanced degree a plus. • 7+ years of progressive experience in B2B SaaS Customer Success, with at least 3+ years in a leadership / player-coach capacity. • Demonstrated success operating across both SMB (low-touch / high-engagement) and enterprise / government (high-touch / high-engagement) segments. • Proven track record building and operationalizing tiered Customer Success programs at scale. • Hands-on experience developing and executing playbooks for renewals, expansion, churn mitigation, and cross-sell / upsell in a multi-product environment. • Strong commercial acumen with direct accountability for renewals pipeline, GRR, and NRR. • Experience integrating acquired businesses and product lines into a unified Customer Success program is a strong plus. • Hands-on experience implementing and optimizing best-in-class CS tech stacks; working knowledge of Gong, HubSpot, Maxio, Confluence, and JIRA strongly preferred. • Strong data fluency: comfortable defining KPIs, building dashboards, and using data to drive decisions and team performance. • Familiarity with modern AI / automation approaches to scaling CS operations is a plus. • Demonstrated ability to recruit, develop, mentor, and retain high-performing Customer Success teams. • Excellent stakeholder management and executive communication skills across customers, peers, and the leadership team. • Strong cross-functional collaboration skills with Sales, Product, Marketing, and Engineering.

🏖️ Benefits

• Flexible working hours • Professional development opportunities