Regional Manager of Customer Success

What you will be doing:

Revenue Leadership & Forecast Ownership

• Own regional NRR performance across retention, expansion, and term extensions 

• Lead bi-weekly forecast calls and ensure accurate expansion and renewal forecasting

• Inspect pipeline quality, commit discipline, and strong upside coverage

• Partner with Sales leadership to align on shared account strategy and revenue targets

• Identify revenue risk early and deploy structured save plays

Expansion & Account Growth Strategy

• Coach CSMs to proactively uncover upsell and cross-sell opportunities

• Drive product diversification through cross-sells

• Elevate account planning rigor and discipline to move from reactive service to strategic growth

• Review QBRs and account strategies to ensure commercial alignment and expansion focus using AI tools such as Gong

• Support strategic negotiations, pricing alignment, and term extension strategies

Renewal & Churn Mitigation Execution

• Ensure strategic renewals to preserve and grow customer revenue

• Establish clear visibility into revenue at risk and mitigation plans

• Drive proactive executive engagement within key accounts

• Partner cross-functionally (Sales, Solutions, Support) to preserve revenue

High-Performance Team Development

• Build and coach a commercially-minded team of CSMs who think like salespeople

• Conduct structured 1:1s focused on pipeline health, forecast accuracy, and account strategy

• Reinforce accountability around expansion targets and renewal performance

• Develop future leaders within the organization

Operational Excellence & Visibility

• Ensure disciplined execution of onboarding, renewal, and expansion processes

• Maintain forecast hygiene and Salesforce data integrity

• Track and report on regional KPIs including NRR, expansion pipeline, churn risk, and renewal coverage

• Drive transparency through structured reporting and executive-ready rollups

Cross-Functional Collaboration

• Work closely with Sales, Solutions Architecture, Support, Engineering, Legal, Finance and Product teams to deliver a seamless customer experience

• Represent your team’s insights and feedback in internal discussions to shape product and process improvements

Customer Advocacy & Insight Sharing

• Act as an advocate for the voice of the customer by sharing feedback and usage trends with Product and Strategy teams

• Ensure your team is capturing key insights during customer engagements to support continuous improvement

What we are looking for

• 3–5+ years of experience in customer success, account management, or sales, with at least 2 years in a leadership or team lead capacity

• Experience managing a team in a fast-paced, tech-driven environment (cloud, SaaS, networking preferred)

• Proven ability to deliver results in customer retention and account growth
  Strong coaching and people management skills with a passion for developing talent

• Confident in using customer data and health metrics to drive decisions and prioritize actions

• Excellent organizational, communication, and interpersonal skills
  Comfortable managing competing priorities and adapting to change

• Bachelor’s degree in Business, Marketing, or related field (or equivalent experience)

What we offer:

• Birthday Leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with ‘Legend’ and ‘Kudos’ Awards
• Health and wellness program        
• Opportunities for career growth and potential for global intra-company transfers for interested candidates