Manager, Customer Success (Remote)

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WHO WE ARE

Tealium is the most trusted and world’s largest independent customer data platform. Tealium connects customer data – spanning web, mobile, offline, and IoT devices — so brands can connect with their customers. Tealium’s turnkey integration ecosystem supports more than 1,300 client-side and server-side vendors and technologies, empowering brands to create a unified, real-time customer data infrastructure. 

Tealium’s customer data solutions encompass tag management, an API hub, a customer data platform with machine learning and AI, and data management solutions that make customer data more valuable, actionable, and secure. Tealium has been a trusted provider of customer data solutions for more than a decade, and more than 850 top businesses worldwide including Microsoft, Hyatt, Gap, and HSBC rely on Tealium to power their customer data strategies.Team Tealium works and lives across the U.S. and in nearly 20 countries across the world.  We are intentional about our culture, our investment in our team members and how we care and connect. Tealium = Teal + Helium. Teal: a vibrant reflection that evokes authenticity, trustworthiness, reliability, open communication and clarity of thought.  Helium: we rise above, a kinetic force that elevates our customers’ and our experiences beyond all others. We win together with respect and appreciation for the talents required of all positions and the people who contribute to each of these.

WHAT WE ARE LOOKING FOR

Tealium is seeking a strong candidate for the Manager, Customer Success role. The ideal candidate has previous customer success leadership experience, comes from a strong SaaS background, and thrives in a fast-paced environment.  This person will focus on helping customers realize their business objectives through Tealium’s solutions by mentoring and coaching Customer Success Managers (CSMs) through the customer lifecycle.  This includes partnering with our Enterprise, Commercial, and Partner Sales teams and other critical stakeholders in Customer Success, Operations, Production, and Engineering.  

YOUR DAY TO DAY

• Lead, coach, and mentor a team of Customer Success Managers (CSMs), team leads, and other customer success professionals supporting a defined sub-region of the U.S.
   

• Drive measurable outcomes in customer retention and revenue growth by overseeing engagement, adoption, and expansion strategies across your regional book of business.
   

• Create a culture of massive customer delight and identify opportunities for continuous improvement, including evolving processes, reporting, and presentations to scale for lifecycle and industry playbook optimization & success plans.
   

• Be an expert at leading best practices in change management for teams and clients while finding ways for CSMs to deeply understand our customers’ objectives, become strategic trusted advisors, and determine how to define, drive, and demonstrate client value.
   

• Collaborate with Sales on regional customer strategy to lead annual and quarterly business planning cycles and identify expansion opportunities through upsells and cross-sells.
   

• Monitor customer health and leading indicators necessary to ensure high customer retention and account growth.
   

• Develop relationships with key (C-Level) executives and decision-makers to increase strategic value and renewal confidence.
   

• Ensure the team is fully staffed, trained, and deployed to fulfill the strategic plan.
   

• Support KPIs, manage performance, and establish career path opportunities for CSMs.
   

• Travel as required to engage with customers and internal teams—expected travel up to 25%

WHAT YOU BRING TO TEALIUM

• 5+ years of SaaS Customer Success leadership experience, including managing a regional or segmented team.
   

• Experience managing a book of business exceeding $50M in recurring subscription revenue while working directly with customers.
   

• Proven track record of meeting or exceeding customer retention and revenue targets.
   

• Executive presence and the ability to concisely articulate value to any stakeholder level within our customer base.
   

• A passion for