Manager of Customer Success - Long Tail

About the role

We are looking for an experienced Manager of Customer Success to lead our Long Tail team and drive measurable impact on Net Revenue Retention (NRR) across our Tier 3 segment.

In this high‑visibility role, you will own both strategy and execution for a team of five Customer Success Specialists. You will be responsible for improving retention among customers who have submitted churn requests, while also building a proactive, data‑driven approach to identify and mitigate risk earlier, reducing churn before it happens.

This is a pivotal moment for the team as we transition from a reactive, churn‑request‑led model to a proactive Customer Success motion focused on preventing churn and scaling retention impact.

Your missions

• Lead, coach, and develop a team of 5 Customer Success Specialists managing Tier 3 accounts, fostering a culture of accountability, customer‑centricity, and continuous improvement.
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