Customer Success Manager

The Manager, Customer Success is a key leadership role within our Global Customer Success team. This role holds direct management responsibility for the Americas Customer Success team and indirect influence over Customer Success Managers in EMEIA and APAC regions. Reporting to the Sr. Director of Global Customer Success, the Manager is responsible for developing, maintaining, and executing core Customer Success functions, including the Customer Engagement Lifecycle (CEL), Customer Health tracking, QBRs, and playbooks.

This individual will drive alignment across the post-sale journey, collaborating with cross-functional teams to ensure consistent, value-driven engagement that reduces churn, improves customer satisfaction, and increases retention.

Key Responsibilities

Customer Success Strategy & Execution

• Define and continuously improve the Customer Engagement Lifecycle (CEL), aligning engagement programs with customer segmentation.
• Lead strategic initiatives to optimize engagement and build a culture of continuous improvement.
• Own and evolve the execution of customer lifecycle processes (e.g., onboarding, adoption, renewal, advocacy).
• Partner with the Sr. Director to set and execute the vision for the Customer Success function.

Customer Relationship Management

• Manage a portfolio of key accounts, ensuring delivery of value and alignment with customer goals.
• Drive metrics around product adoption, Net Promoter Score (NPS), and customer health.
• Design and implement scalable systems to monitor customer health and measure ROI.
• Identify root causes of churn and lead initiatives to mitigate and prevent attrition.

Team Leadership & Development

• Directly manage Americas-based Customer Success Managers, providing coaching and performance feedback.
• Mentor and onboard new team members while fostering a collaborative, high-performance environment.
• Improve team productivity by removing roadblocks and refining internal processes.
• Support professional growth of Customer Success Managers through ongoing training and development.

Cross-Functional Collaboration

• Collaborate with Sales, Marketing, Product, Engineering, and Customer Success Operations to ensure integrated, seamless customer experiences.
• Align with sales leadership on customer coverage plans, renewal strategies, and growth opportunities.
• Represent the voice of the customer in cross-functional discussions and product roadmaps.
• Participate in strategic cross-functional team meetings and initiatives.

Customer Support & Escalations

• Manage escalations from Customer Success Managers and ensure issues are resolved with urgency and accountability.
• Foster a collaborative team environment that emphasizes knowledge sharing and rapid problem resolution.

Required Qualifications

• Bachelor's degree or equivalent experience; advanced degree a plus.
• 5+ years of experience in Customer Success, Account Management, or related client-facing roles.
• 2+ years of leadership experience managing Customer Success or similar teams.
• Proven ability to lead cross-functional initiatives and drive customer-focused results.
• Experience using CS tools and platforms (e.g., Gainsight, Salesforce, etc.).
• Strong analytical, communication, and project management skills.

Preferred Qualifications

• Global or regional leadership experience across diverse customer bases.
• Experience with SaaS business models and recurring revenue metrics (NRR, GRR).
• Familiarity with customer segmentation strategies and lifecycle management.
• Proactive, solutions-oriented mindset with a passion for customer advocacy.

Our Benefits:

HEALTH INSURANCE: Medical, Dental, and Vision Insurance is provided at no cost for full-time employees upon date of hire. Low co-pay pharmacy benefit and affordable family coverage plan is available. Short and Long Term Disability is fully paid by Minitab. Employee Assistance Program (EAP) - Provides guidance for personal issue and information on other Work Life Matters.

LIFE INSURANCE: Group Term Life Insurance is provided at no cost for full-time employees. Minitab provides eligible employees the opportunity to purchase Voluntary Life Insurance for themselves and eligible dependents at affordable rates.

RETIREMENT PLANNING: A 401k Retirement Plan with T. Rowe Price is provided with eligible employee contribution immediately. Minitab will match dollar for dollar up to the first 6% of employee's contribution. Employees are fully vested in the Minitab, LLC 401(k) Retirement Plan upon date of hire.

PAID TIME OFF: Paid holidays, as well as 4 weeks of annual paid time off are provided. The annual paid time off increases one week every five years.

HIGHER AND PROFESSIONAL DEVELOPMENT: The pursuit of ongoing development is important and valued at Minitab. In support of this value, Minitab offers tuition and related expenses assistance for both higher education and other professional development.

FLEXIBLE SPENDING ACCOUNT: Medical and Dependent Care Reimbursement Accounts - Pre-tax Deductions. Parking and Transit - Pre-Tax Deductions.

HYBRID WORK SCHEDULE: We offer a hybrid work model for eligible positions.

PREMIUM BENEFITS: At our State College, PA Headquarters, there is an onsite gym, indoor swimming pool, yoga studio, movie theater, outdoor sand volleyball court, game room, arcade room and even a golf simulator. Personal training and nutrition counseling is available upon request.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.