We are seeking a highly-motivated, self-directed Manager of Customer Success to join our Customer Experience organization. This individual will manage a team of Customer Success Managers and is responsible for driving customer retention and engagement while advocating for areas of need across the customer lifecycle. This role requires a high level of accountability – both towards your customers, revenue targets, and team’s success.
This work directly influences and shapes the customer experience, working cross-functionally with Product, Operations, and Sales to deliver the value of MainStreet and against customers goals. This role reports directly into our Head of Customer Experience.

What you’ll do

    • Manage a team of customer success managers, directly responsible for motivating and managing against collective retention and growth targets
    • Work with cross-functional teams to support all phases of post sales client lifecycle including but not limited to, client communication, onboarding, renewal contracts, and client separation
    • Contribute to nascent initiatives and processes to scale customer success and hit MainStreet’s growth goals
    • Utilize resources to understand our customers’ needs and pain points, and use those insights to improve the customer experiences
    • Create and foster a team culture that supports high-performance output, and inspires others with clear decisions and actions
    • Build and lead your team’s revenue forecasts, report on targets and metrics directly to leadership
    • Serve as a point of escalation for customer issues and work to resolve those issues in a timely manner
    • Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement

What we’re looking for

    • 5+ years of experience working in revenue-driven, customer facing roles
    • 3+ years managing a team of customer success facing direct reports
    • Data-driven, results-oriented, team player who demonstrates a hunger to succeed alongside their team
    • Confidence in escalating issues with clear paths and solutions, while building trust with team members and customers
    • Ability to foresee and build in risk mitigation and contingency planning
    • Navigate highly complex scenarios and ambiguity w/o guidance; demonstrated success reducing complexity and championing clear paths forward
    • Experience working within a highly cross-functional environment or on key cross-functional projects; ability to influence and guide peers towards collective desired outcomes
    • Ability to motivate and influence team remotely; can work independently and communicate clearly over the phone and video conferencing

You’ll thrive if

    • You enjoy building upon a foundation and up-leveling your team’s output
    • Are motivated by numbers, metrics, and clear goals
    • You’re excited to tackle complex challenges and turn them into elegant solutions
    • You operate under a service mindset with a customer first mindset


    • Base salary range for this position is $100,000 – $165,000 and based upon years of experience commensurate with location and level of the position
    • Bonus that is commensurate with the level of the position
    • Robust equity program with significant upside potential
    • Benefits including medical, dental, vision, disability, life, 401k plus additional perks to make your work from home life better
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