Manager of Customer Success (Chicago)

We are seeking a strategic and hands-on Manager of Customer Success to lead and scale

our Customer Success team within a fast-growing SaaS organization. This leader will drive

retention, expansion, customer satisfaction, and operational excellence while building a

high-performing, metrics-driven team.

The ideal candidate is both a player and a coach — comfortable building process, managing

KPIs, developing talent, and stepping in with customers when needed.

Key Responsibilities

Team Leadership & Development

• Lead, mentor, and develop a team of Customer Success Managers (CSMs)
• Establish clear performance expectations aligned to retention and growth goals
• Conduct regular 1:1s, coaching sessions, and performance reviews
• Drive a high-accountability, customer-first culture

Customer Lifecycle Strategy

• Oversee customers post onboarding focusing on adoption and expansion
• Ensure customers realize measurable value from our SaaS platform
• Monitor health scores and proactively reduce churn risk
• Develop structured playbooks for high- and low-touch engagement models

Retention & Revenue Growth

• Own revenue retention metrics
• Partner with Sales on expansion strategy
• Identify upsell opportunities within the customer base

Operational Excellence

• Build and refine scalable customer success processes
• Leverage CRM and CS tools to track KPIs and optimize workflows
• Analyze data trends to drive improvements in adoption and retention
• Create reporting dashboards for executive visibility

Cross-Functional Collaboration

• Act as the voice of the customer internally
• Partner with Product to influence roadmap decisions
• Collaborate with Support and Training teams to improve customer experience
• Escalate and coordinate resolution of high-priority customer issues

Qualifications

• 5+ years of experience in Customer Success focusing on small/medium size
• businesses. a SaaS environment
• 2+ years of people management experience
• Strong understanding of SaaS and SaaS metrics (MRR, Churn, CAC)
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Churn Zero,
• HubSpot)
• Data-driven decision maker with strong analytical skills
• Excellent executive-level communication skills