Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Calabrio, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

Enterprise • SaaS • Artificial Intelligence

Calabrio, Inc. is a provider of workforce engagement management (WEM) solutions, offering a fully integrated cloud-based suite known as Calabrio ONE. The company focuses on optimizing contact centers by combining tools for workforce management, quality management, call recording, analytics, and AI-driven insights to boost performance and customer engagement. Calabrio ONE is designed to empower agents through automated scheduling and forecasting while enhancing customer experiences with personalized coaching and performance insights. The platform is used across a variety of industries, helping to build brand trust and improve business intelligence with its AI-fueled analytics solutions.

📋 Description

• Lead, coach, and develop a team of Customer Success Managers. • Manage hiring, onboarding, performance reviews, development plans, and performance management. • Establish team operating rhythms including account health reviews, forecast calls, account planning sessions, and strategy discussions. • Set expectations for CSM activity, output quality, and customer outcomes, and hold the team accountable. • Coach the team on executive engagement, business reviews, value realization storytelling, and expansion identification. • Manage team capacity and workload distribution for balanced account coverage. • Own team-level revenue-retention targets and CSQL-generated expansion pipeline. • Ensure customer outcomes and value realization are documented and shared. • Drive execution against renewal timelines with early risk identification and intervention. • Oversee CSQL pipeline generation and qualification. • Monitor customer health scores, adoption metrics, and portfolio risk indicators. • Ensure consistent customer check-ins, success plans, and periodic business reviews. • Serve as escalation point for at-risk accounts and engage customer executives when needed. • Join strategic customer meetings, executive business reviews, and renewal conversations. • Coach CSMs on multi-threaded customer stakeholder relationships. • Represent the voice of the customer with Sales, Product, Marketing, and Professional Services. • Partner with Sales leadership on account strategy, handoffs, and renewal/expansion planning. • Provide structured product feedback based on customer input and adoption data. • Coordinate with Professional Services and Support to align delivery expectations with customer goals. • Own playbook execution and iteration, including engagement models, success planning, and escalation protocols. • Use CS platforms and dashboards such as Totango to track health, adoption, and team performance. • Identify process gaps and drive workflow, template, and reporting improvements. • Deliver regular renewal and expansion forecasts to leadership.

🎯 Requirements

• Bachelor's degree or equivalent experience. • 4+ years of people management experience leading customer-facing teams, with 6+ years of overall experience in Customer Success, Account Management, or a related function. • Demonstrated experience managing a team accountable for a book of business, including renewal and expansion targets. • Working knowledge of CS platforms and tooling (e.g., Totango, Gainsight) and CRM systems (e.g., Salesforce). • Proficiency in using data, dashboards, and health scoring frameworks to manage customer portfolios and drive team actions. • Strong interpersonal, communication, and relationship-building skills with the ability to engage customer executives. • Experience operating in a cross-functional, matrixed environment. • Strong organizational skills with the ability to prioritize across multiple accounts, team members, and competing demands. • Ability to travel up to 20% of the time. • Successful completion of a background screening process including employment verifications, criminal search, OFAC, SS Verification, credit and drug screening, where applicable and in accordance with federal and local regulations. • Preferred: Experience in workforce management, customer experience, or enterprise SaaS environments. • Preferred: Track record of improving net revenue retention or gross renewal rates within a managed portfolio. • Preferred: Familiarity with customer segmentation models and tiered engagement strategies. • Preferred: Background in coaching and developing Customer Success professionals. • Preferred: Experience driving or contributing to a structured expansion pipeline program (e.g. CSQL or similar qualification-based model).

🏖️ Benefits

• Global team recognized for their passion and innovation • Innovative product culture and project exposure • Training and development from industry-leading experts • 401(k) with company matching • Medical, dental, and vision insurance • Disability and life insurance • Flexible PTO • Paid holidays and parental leave • Tuition reimbursement • Comprehensive benefits for various life circumstances and needs • Career development opportunities • Balanced work-life