Customer Success Manager



  • Manage the development and growth of our CSMs
  • Interview, hire and support onboarding new CSM team members
  • Conduct regular 1:1 meetings with CSMs to provide coaching and remove roadblocks inhibiting success
  • Own assigning new accounts to CSMs post-initial onboarding/free trial conversion and determine appropriate customer segment
  • Lead regular team meetings and create a forum for sharing and defining best practices
  • Support the development of core CSM processes, reporting and KPIs in partnership with the CSMs, Director of Customer Success and Operations
  • Support CSMs in managing customer escalations
  • Work with Director, Customer Success to submit requests through Deal Desk
  • Partner with the Sales team to grow revenue through cross-sell referrals
  • Consistently achieve (and over-perform) on net retention, upsell and churn targets
  • Report on upsell pipeline and drive activities that increase free trial enrollments
  • Share customer feedback with internal teams including Customer Experience (CX), Product and Marketing
  • Drive customer advocacy activities (testimonials, case studies, etc.)


You are our ideal candidate if you have:

  • Experience hiring, coaching and onboarding a team
  • Excellent customer communicator (including managing difficult conversations)
  • Excellent internal communicator and partner to cross-functional teams
  • Strong understanding of core CSM processes and strategies
  • Strong ability to prioritize work in a quickly changing/evolving environment
  • Salesforce CRM experience (preferred but not required)
  • Excellent supervisory and leadership skills
  • Solid change management knowledge and skills
  • Proficient with Microsoft Office Suite or related software
  • Strong change management knowledge and skills
  • Proven ability to rally a team around a key focus or goal

Education and Experience

  • 2+ years of experience in people management (preferably in Sales, Customer Success or Account Management)
  • 3+ years of experience in a Saas company
  • Experience owning and delivering on revenue targets (net retention and/or upsell/cross-sell)
  • Auto-industry experience, preferrable but not required

Why Foureyes

  • A commitment to providing a diverse, equitable, and inclusive workplace
  • A team culture that prioritizes people over politics and forward-progress over egos
  • A creative, fast-paced, high growth environment
  • Competitive salary and health benefits
  • 401k matching, student loan repayment matching
  • Commuter, internet, or cell phone subsidy
  • Generous PTO days – in addition to paid holidays
  • Career growth and learning opportunities to add new skills to your resume

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