Customer Success Manager

Role Overview

Most Customer Success roles are built to survive churn. This one is built to prevent it — and then grow past it.

As Team Leader, Customer Success at MyOperator, you will directly manage a pod of 5–8 Customer Success Representatives across an SMB and Mid-Market portfolio. Your job is to move the team from reactive firefighting to a structured, proactive commercial motion — with clear playbooks, health score dashboards, and a 30-day onboarding engine that accelerates Time-to-Value for every new customer. You will own your team's Gross Revenue Retention and Net Retention Rate numbers and be accountable for delivering them, quarter after quarter.

This is a people-management role with hard commercial accountability. You are expected to run a tight ship operationally — 1:1s, pipeline reviews, usage monitoring — while also thinking like a revenue owner who can spot expansion opportunities before customers even ask.

About MyOperator

MyOperator is a Business AI Operator platform that allows businesses, teams, and AI Agents to work in tandem for customer operations, i.e., handle Sales, Support, Escalation, Feedback, and Refund processes. With over 12,000+ businesses using our platform, we are the largest in the space.MyOperator is built for people who want to work on ambitious problems at a meaningful scale. We value ownership, speed, critical thinking, and a bias for building things that create real customer and business outcomes. This is a high-expectation, high-learning environment where people are trusted to think independently, challenge ideas openly, move with urgency, and keep raising the bar as we build for long-term impact.

Key Responsibility Areas

• Team Management: Directly manage 5–8 Customer Success Representatives. Conduct weekly 1:1s tracking individual account health and pipeline, run monthly upsell pipeline reviews, and hold each CSR accountable to quarterly renewal and expansion targets.
• Revenue & Retention Ownership: Own GRR and NRR for your team's portfolio. Build, maintain, and execute account-specific intervention playbooks for at-risk accounts — triggered by usage signals, low call volumes, or stakeholder changes — before accounts reach the point of churn.
• Onboarding Engine: Design and enforce a structured 30-day onboarding journey combining tech-touch automation and high-touch check-ins. Track Time-to-Value at the cohort level and identify patterns that delay activation.
• Health Score Infrastructure: Build and maintain customer health score dashboards in the CRM. Configure automated alerts for accounts showing early warning signals — dropping usage, low call volumes, missed check-ins — so your team can intervene before the customer considers churning.
• Escalation & Cross-Functional Input: Serve as the primary escalation owner for high-risk accounts in your portfolio. Synthesize product friction data across accounts monthly and deliver structured input to the Product and Engineering teams with account evidence.
• CSR Skill Development: Identify performance gaps across your team by reviewing call recordings, customer emails, and CRM notes. Run structured coaching sessions to develop commercial conversation skills, objection handling, and expansion identification.

Requirements — Must Have

• 5+ years of experience in B2B Customer Success or Account Management at a SaaS or technology company, with direct exposure to SMB or Mid-Market segments.
• 2+ years of people management experience, having directly managed a team of 3 or more CSRs or Account Managers — including running performance reviews, handling underperformance, and conducting hiring.
• Commercial quota ownership: Demonstrable track record of carrying and achieving a revenue-linked quota — Net Retention Rate, Upsell ARR, or Gross Renewal targets — not just customer satisfaction scores.
• CRM proficiency: Hands-on experience configuring dashboards, running reports, and managing pipeline in enterprise CRMs (Salesforce, HubSpot, or Zoho CRM) and/or CS platforms (Gainsight, ChurnZero, or Totango).
• Data independence: Advanced Excel or Google Sheets skills (Pivot Tables, VLOOKUPs, conditional logic) to independently build and analyze customer usage reports, churn cohort tables, and renewal forecasts without relying on a BI team.

Requirements — Good to Have

• Domain experience in Cloud Telephony, UCaaS, CPaaS, or AI-powered customer communication platforms — familiarity with how call volumes, IVR usage, and agent activity signal account health.
• Demonstrated experience leading a CS team through a motion shift — from reactive support to a commercial upsell and expansion model — including documentation of the before/after process change.
• Experience building or operating automated low-touch customer engagement sequences: triggered email cadences based on usage thresholds, lifecycle milestones, or health score drops.
• Familiarity with CS analytics and forecasting: ability to build a 90-day renewal forecast at the team level and present it to senior leadership with variance analysis.

This Profile Is Not For

• Candidates whose primary experience is in B2C customer service, retail support, or high-volume inbound call center operations — even at the team lead level.
• Candidates who have never owned a revenue, renewal, or upsell quota — this role carries hard commercial accountability and requires experience with being measured on a number.
• Individual contributors seeking their first people management opportunity — this role requires prior experience managing, developing, and where necessary, exiting direct reports.