Manager, Customer Success

At SmartBear, we believe building great software starts with quality – and we’re helping our customers make that happen every day. Our solutions bring visibility and automation to software development, making it easier for teams to deliver high-quality software faster. SmartBear is trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including innovators like Adobe, JetBlue, FedEx, and Microsoft.

Manager, Customer Success
Somerville, MA (Hybrid — regular in-office collaboration with local team expected)

- Lead and coach a high-performing team of locally based Customer Success Managers to drive retention and long-term customer value.
- Translate Customer Success strategy into consistent, scalable execution to improve renewals and customer health outcomes.
- Collaborate cross-functionally to elevate the customer experience and strengthen alignment across Sales, Product, and Operations.

About the Role

As the Manager, Customer Success, you will lead a team of Customer Success Managers (CSMs) based in Somerville, MA, reporting to the Senior Director of Customer Success and managing 4-6 Customer Success Managers. This role is pivotal to scaling SmartBear’s investment in Customer Success as both a growth and retention engine. You will directly influence how we deliver value to customers, strengthen renewal predictability, and develop future CS leaders.

As a Manager, Customer Success, you will:

• Build and coach a high-performing, accountable CSM team that consistently meets expectations for customer engagement, health, and renewal readiness.
• Provide regular feedback to CSM team, ensuring clear goals and actionable career development plans.
• Advance team maturity by reinforcing value articulation, executive alignment, and long-term account planning.
• Drive greater consistency in team performance through coaching, prioritization, and process discipline
• Own retention outcomes for the team’s customer portfolio, ensuring strong renewal forecasts and risk mitigation plans.
• Improve early risk detection by reinforcing consistent customer engagement and health monitoring practices.
• Partner with Sales and Renewals to ensure renewals are predictable, value-led, and outcome-focused.
• Turn Customer Success strategy into repeatable, measurable execution.
• Use data and insights to guide prioritization, improve forecasting accuracy, and inform leadership decisions.
• Increase consistency and quality of success planning, business reviews and lifecycle management.
• Act as the frontline CS leader for the Boston office, aligning with Sales, Support, Product, and Operations.
• Serve as an escalation point for high-risk or complex accounts, ensuring effective resolution and learning.
• Interface with Product, Sales, Support and other leaders to influence roadmap

We are looking for you if you have:

• 6–8+ years of experience in Customer Success, Account Management, or a comparable SaaS customer-facing role, including 2-4+ years leading or managing CSMs with direct accountability for renewals and customer outcomes.
• Proven success driving customer retention, renewal readiness, and measurable value realization.
• Demonstrated ability to coach and develop high-performing teams through complexity and ambiguity.
• Strong analytical and operational instincts, with comfort using data alongside customer context, to drive decisions.
• Experience in global, matrixed environments with distributed stakeholders.
• Excellent communication, collaboration, and problem-solving skills.

Why you should join the SmartBear crew:
- You can grow your career at every level.
- We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
- We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
- We are guided by a People and Culture organization—an important distinction for us. We think about our team holistically—the whole person.
- We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

Did you know?

- Our main goal at SmartBear is to make our technology-driven world a better place.
- SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
- SmartBear is headquartered in Somerville, MA, with offices around the world including Galway (Ireland), Bath (UK), Wroclaw (Poland), and Bangalore (India).
- We’ve won major industry awards including B2B Innovators Award, Content Marketing Association, Intel