Job Title

Role OverviewAs a Customer Success Manager , you will own a portfolio of high-potential growth customers while also enabling and mentoring a pod of CSMs. This role blends direct customer ownership with leadership, operational rigor, and cross-functional influence to scale customer outcomes across the SuperOps lifecycle.Key ResponsibilitiesCustomer Portfolio Ownership- Serve as the primary point of contact for a defined portfolio of 15–20 accounts in the US market. - Own the end-to-end customer relationship, driving onboarding success, product adoption, value realization, renewals, and expansion. - Act as a trusted advisor, aligning SuperOps’ capabilities to customer business and technical objectives to ensure long-term success.Pod Enablement & Coaching- Provide ongoing coaching, tactical guidance, and mentorship to a small pod of Growth CSMs. - Support team members in prioritization, problem-solving, renewal preparation, and handling complex customer scenarios. - Act as a sounding board for both tactical execution and strategic decision-making, helping CSMs build confidence and capability. - Serve as a go-to resource for escalations, alignment, and best-practice sharing within the pod.Operational Excellence & Scale- Continuously improve Customer Success processes to support scale and efficiency. - Contribute to the development and refinement of playbooks, health scoring models, dashboards, and reporting frameworks. - Improve visibility into customer health, risks, and expansion opportunities through structured systems and workflows.Cross-Functional Collaboration- Partner closely with Product, Sales, Solutions Engineering, and Support to deliver a cohesive and frictionless customer experience. - Advocate for customer needs by providing structured feedback that influences product roadmap, enablement, and go-to-market strategies. - Ensure smooth handoffs and alignment across the customer lifecycle.Thought Leadership & Continuous Improvement- Actively contribute insights into product, process, and Customer Success strategy to elevate SuperOps’ overall customer value. - Share learnings, frameworks, and best practices with the broader CS organization. - Support the creation of internal and external thought leadership content that reflects customer insights and success patterns.What Makes You a Strong FitProven Dual Capability- Demonstrated success as a high-performing Customer Success Manager or CS leader managing mid-market or growth customers at scale. - At least 1+ year of experience in a team lead, pod lead, or mentorship role. - Strong track record of driving adoption, expansion, and renewals across a defined book of business.Strategic and Hands-On- Comfortable engaging senior business stakeholders while also supporting junior CSMs with tactical execution. - Able to move seamlessly between strategic customer conversations and detailed, hands-on problem-solving. - Solid understanding of the MSP landscape, with the ability to articulate SuperOps’ value to both technical and business audiences.Process-Driven and Systems-Oriented- Experience building, optimizing, or scaling Customer Success workflows, playbooks, and reporting mechanisms. - Strong bias toward operational excellence and continuous improvement, with a mindset of incremental, measurable gains. - Passionate about creating repeatable systems that enable teams to deliver consistent, high-quality customer experiences.People-Centric Leader- Naturally inclined to coach, mentor, and develop others. - Invested in helping teammates grow in confidence, skill, and impact while holding a high bar for execution and accountability.