Manager, Customer Success

Posit is looking for a thoughtful and strategic Manager, Customer Success to help scale our growing post-sales organization. This is a high-impact role—perfect for a leader who thrives in cross-functional environments, brings out the best in others, and knows how to operationalize success at scale. You’ll lead a team of talented CSMs who are each focused on a portfolio of strategic accounts, with the goal of delivering measurable outcomes, strengthening customer partnerships, and building a high-performing team.

You’ll bring clarity, structure, and a customer-first mindset to everything you do—driving excellence through coaching, process improvement, and deep cross-functional collaboration. As part of Posit’s mission-driven team, you’ll play a key role in helping organizations around the world harness the power of open-source data science tools to solve real-world problems.

In This Role, You Will

• Team leadership & coaching: Team leadership & coaching: Lead, mentor, and inspire a team of Customer Success Managers by providing structured coaching, clear expectations, and ongoing development to help them thrive and deliver measurable value to customers
• Performance management: Establish clear expectations and KPIs aligned to retention, expansion, customer health, and strategic impact—ensuring consistent team performance and accountability
• Customer advocacy: Serve as a trusted advisor and escalation point for key accounts—helping customers navigate change, ensuring Posit remains relevant to their evolving needs, and reinforcing long-term relationships through strategic engagement 
• Cross-functional leadership: Build strong partnerships with Sales, Product, Engineering, and Support—aligning on shared goals, proactively resolving risks, and driving initiatives that improve the end-to-end customer experience
• Process and program design: Design and evolve scalable playbooks, engagement models, and reporting systems—using customer insights as a key input to ensure they remain relevant, consistent, and impactful across the customer lifecycle
• Hands-on execution (as needed): Step in when necessary to support high-stakes accounts, model best practices, or refine the customer journey—while empowering your team to lead day to day

What We’re Looking For

• Significant experience in Customer Success, Account Management, or post-sales roles in software 
• Experience leading enterprise teams, ideally with technical customers
• A coaching-first mindset with a track record of developing high-performing teams
• Strong operational skills—able to build and refine playbooks, reporting, and workflows
• Strategic prioritization skills to focus team efforts where they’ll have the greatest impact
• Clear communicator and effective collaborator across functions and levels
• Comfortable navigating escalations and serving as a trusted advisor to key accounts
• Adaptable, with a bias toward action and comfort working through ambiguity in a fast-moving, remote environment
• Comfort working with AI tools and driving AI process improvements

Nice to Have

• Familiarity with Salesforce, Gong, Confluence, Outreach, or similar tools
• Background in data science, analytics, or open-source communities
• Experience with on-prem and hybrid solutions
• Prior work in a fully remote, distributed team environment

What You’ll Accomplish

Within 3 months, you will…

• Complete onboarding and build foundational knowledge of Posit’s platform, customers, and success motion
• Build trust with your team and begin 1:1 coaching and performance alignment
• Identify immediate workflow, reporting,  or process gaps and begin shaping improvements
• Establish working relationships with Sales, Solutions Engineering, and Product leaders

Within 6 months, you will…

• Drive consistent execution of core customer success activities across your team’s portfolio
• Implement improvements to team capacity planning, success playbooks, and reporting
• Ensure customer health, retention, and expansion metrics are trending in the right direction across your team
• Represent the CS team in cross-functional strategic initiatives and support pre-renewal and expansion planning
• Begin recruiting and onboarding additional team members as needed

Within 12 months, you will…

• Be seen as a key leader in the Revenue organization, shaping how we engage and grow enterprise customers
• Deliver measurable impact across retention, expansion, and c