Customer Success Manager

First of all - Thank You! This probably isn’t the first job description you’ve read today. Maybe this is one of over 100 you reviewed this week. So, before we go any further, we want to stop and say thank you for considering this role. We know you have options and we’d like you to consider adding us to that list. 
About Leadr: At Leadr, we’re on a mission to rid the world of bad management, by empowering middle managers to become exceptional leaders who transform the culture and outcomes of their teams.
Today, too many companies leave managers to fend for themselves, resulting in a 60% failure rate within their first two years for first-time leaders. The rapid growth of AI is worsening this problem, as the purview of the modern manager expands. While many organizations respond to these challenges with internal training programs, these are frequently relegated to already overwhelmed HR leaders, who are taught to prioritize compliance and administration rather than genuinely improving team clarity, cohesion, and performance.
We see middle managers differently: they are the heartbeat of company culture and the driving force behind team results. At Leadr, we build AI-powered software tools that improve quality of life for those managers, while coaching them toward better leadership and outcomes – paired with hands-on training for these leaders to teach them the most critical skills overlooked by companies.
When you join Leadr, you’re committing to help us tackle this important and rewarding challenge: transforming how people lead.
Your role: As a key contributor in our growing Customer Success department, you’ll be responsible for the management of our most valuable book of business. This means taking ownership of the lifetime of our customers and their relationship with us: from effective onboarding to successful growth and expansion–you are the strategic partner that is laser focused on delivering successful outcomes for our customers. Success in this role will correlate directly to your ability to drive value to our customers via adoption of Leadr’s tools that leads to healthier, more engaged teams and more effective managers.

Responsibilities:

• Serve as the strategic advisor for a mid-market portfolio, delivering high-touch customer engagement while driving business outcomes and long-term value realization
• Lead executive-level Quarterly Business Reviews (QBRs) and strategic planning sessions to align product value with customer business objectives
• Develop and execute account strategies leveraging usage data, industry trends, and customer insights to drive expansion opportunities
• Create and implement customer success playbooks and best practices that can be leveraged across the broader CS organization
• Proactively monitor product usage, health scores, and key performance indicators to identify risks and opportunities
• Drive renewal and expansion strategies through value demonstration, ROI analysis, and executive relationship building
• Lead cross-functional initiatives with Product, Sales, and Engineering teams to advocate for customer needs and drive product adoption
• Develop comprehensive account plans including success metrics, stakeholder mapping, and expansion strategies
• Stay ahead of industry trends and competitive landscape to provide strategic recommendations to clients
• Occasional travel required, up to 10 times per year

Qualifications:

• 1-2 years of experience in customer success, account management, or related roles, preferably in a digital or SaaS company.
• Strong interpersonal and communication skills, with the ability to effectively engage with clients at all levels of an organization.
• Demonstrated problem-solving abilities and a proactive mindset.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience with data analytics or project management is a plus.
• Technical aptitude and proficiency with digital tools and platforms.
• Passion for delivering exceptional customer experiences and driving customer success.
• Strong executive presence and communication skills
• Proven track record of managing and growing accounts
• Experience leading QBRs and executive-level presentations
• Strong understanding of SaaS metrics (NRR, GRR, CAC, LTV, etc.)
• Demonstrated ability to develop and execute strategic account plans
• Experience with value-based selling and ROI analysis
• Track record of successful renewal and expansion strategies
• Experience with CRM software (e.g., Salesforce), Product analytics tools (e.g Pendo), customer support tools (e.g., Helpscount), and GSuite.
• Experience with leadership development tools, management training, or coachin