Manager, Customer Success

The Role

We are looking for a Manager, Customer Success to manage, coach, and inspire a team of Customer Success Managers (CSMs) within a designated region covering both Foundation and Midmarket/Enterprise accounts. In this role, you’ll play a key part in driving revenue retention, expansion, and customer satisfaction by guiding your team to meet and exceed regional targets. Reporting to the Regional Sales Director, you’ll support your team’s development, ensure adherence to customer success best practices, and oversee the success of renewal, cross-sell, and upsell efforts. You’ll take ownership of escalations, provide real-time coaching, deliver renewal forecasts, and collaborate closely with Sales, Product, and Marketing to champion the customer experience and promote customer growth.

As a player-coach, you’ll be hands-on with supporting team members in their account strategies, refining their skills, and building value-based customer relationships. You’ll lead with empathy and accountability, committed to delivering exceptional customer experiences while strategically aligning customer goals with GoGuardian’s solutions. With a combined focus on metrics, customer insights, and collaborative problem-solving, you’ll drive your team toward success, helping GoGuardian achieve its mission to empower and support educational institutions and their students.

What You’ll Do

• Lead and Coach a High-Performing TeamManage and coach a team of CSMs focused on renewal, cross-sell, and customer health targets within a designated region.
• • Hold regular 1:1s with each team member to support development, align on account strategies, and ensure achievement of revenue goals.
  • Provide real-time feedback, conduct live-call coaching, and build skills in areas such as account strategy, upsell tactics, and relationship-building.
• Drive Team Success and Accountability
  • Set clear performance goals, expectations, and accountability measures for the team, aligning individual targets with regional revenue goals.
  • Deliver accurate renewal and expansion forecasts by actively monitoring your team’s pipeline, and ensure adherence to best practices in opportunity management.
  • Own and exceed regional revenue targets through active coaching and team accountability on renewals, expansions, and cross-sells.
• Champion the Customer Experience
  • Act as a customer advocate by gaining a deep understanding of customer pain points and championing solutions within the organization.
  • Own escalations, working cross-functionally with internal teams to ensure quick and effective resolution of critical issues.
  • Encourage a customer-centric culture within the team, focused on mitigating risk, building trust, and driving positive revenue outcomes.
• Collaborate Cross-Functionally and Drive Strategic Growth
  • Partner with Customer Experience, Sales, Product, and Marketing to develop customer success initiatives, improve processes, and ensure alignment on customer needs and strategic priorities.
  • Implement and reinforce sales methodologies and growth playbooks to guide CSMs in identifying and prioritizing expansion opportunities.
  • Support smooth hand-offs from Sales to Customer Success and ensure team members maintain excellent Salesforce hygiene for accurate and actionable reporting.

Who You Are 

• Customer Success Experience: You have 5+ years of experience in Customer Success or Account Management in the SaaS or edtech industry, with a proven track record of meeting revenue and retention targets and building strong customer relationships. Experience successfully managing complex customer needs and/or managing a team of individual contributors is strongly preferred.
• Customer-Centric: You are passionate about understanding and addressing customer needs, with a history of fostering a customer-first culture that drives satisfaction, retention, and growth.
• Strategic and Data-Driven: You are highly analytical and capable of forecasting, pipeline management, and using data to make informed, strategic decisions to support account and team growth.
• Hands-On Coach and Advocate: You are passionate about developing team members, providing direct feedback, advocating for team needs, and cultivating an environment of continuous learning and accountability.
• Strong Communicator and Collaborator: You possess excellent verbal and written communication skills, are adept at navigating complex scenarios, and collaborate effectively across departments to support team and customer goals.
• Executive Presence: You have a confident and professional demeanor, capable of engaging effectively with key school, district, and state-level stakeholders, instilling trust and credibility in every interaction.
• Adaptable and Resilient: You thrive in a fast-paced, evolving environment and are able to handle challenging conversations, support escalations, and maintain composure under pressure.
• Travel up to 20–25% to support customer engagements, conferences, and regional strategic initiatives.

What We Expect

• Team Leadership and Development
  • Motivate and coach CSMs to reach individual and team performance goals, holding regular 1:1s and providing feedback to drive growth.
  • Develop a high-performing, customer-centric team culture that promotes accountability, continuous improvement, and strong performance.
• Revenue and Growth Targets
  • Own and deliver on regional revenue targets through proactive team management, aiming for excellence in on-time renewals, expansions, and cross-sell bookings.
  • Ensure team adherence to best practices in account management, Salesforce hygiene, and quota achievement, continuously driving them toward meeting and exceeding goals.
• Customer Advocacy and Escalation Management
  • Serve as the escalation point for complex customer issues, collaborating cross-functionally to remove blockers and resolve escalations swiftly and efficiently.
  • Drive team accountability for delivering exceptional customer experiences and building trusted advisor relationships.
• Strategic and Cross-Functional Collaboration
  • Partner with Customer Experience, Sales, Marketing, and Product teams to support customer success initiatives and strategic growth plans for your region.
  • Promote a strong collaboration framework, facilitating knowledge-sharing and alignment on customer needs, risk mitigation, and expansion opportunities.