Support Manager, CSM

About the role

We are looking for a Customer Success Manager (CSM) Manager to lead a pooled CSM model supporting our SSB (Small & Scaled Business) customer segment . This role is responsible for managing a team of CSMs who deliver a low-touch, tech- and support-assisted success motion , while still driving strong customer outcomes, adoption, and retention.

What you'll do

• Lead and manage a team of CSMs operating in a pooled coverage model for SSB customers
• Define and optimize a low-touch CSM motion that scales across a large customer base without sacrificing outcomes
• Balance support-led interactions with proactive CSM engagement at key lifecycle moments
• Customer Lifecycle & Success Motion
• Own the success strategy for onboarding, adoption, renewals, and risk management for the SSB segment

What you need

• 7–10 years in it support & networking
• Customer success
• Any graduate