Manager, Customer Success

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Posit PBC

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

☁️ SaaS

🏢 Enterprise

📚 Education

SaaS • Enterprise • Education

Posit PBC is a public benefit company that develops and maintains open-source and commercial software for data science, scientific research, and technical communication. The company provides developer-focused tools and managed services—such as Posit Connect, Posit Workbench, Posit Package Manager, Posit Cloud, RStudio/Positron IDEs, Quarto, and Shiny—to help teams build, share, and deploy R and Python workflows at scale, with enterprise security, governance, and support. Posit also offers education and community programs (Posit Academy, conferences, and community projects) to help users learn and adopt open-source data science.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

• 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.