Manager of Customer Success

As the Manager of Customer Success at G10, you will play a pivotal leadership role in ensuring our customers achieve maximum value from our solutions. You’ll lead and inspire a team of customer success professionals, foster long-term relationships with our clients, and drive initiatives that improve customer satisfaction, retention, and expansion.

You will also act as the voice of the customer—identifying needs, gathering feedback, and influencing internal strategies to enhance overall customer experience.

KEY RESULT AREA:

• Lead, coach, and develop a high-performing Customer Success team focused on onboarding, adoption, retention, and account expansion.
• Build and refine scalable processes, playbooks, and best practices that improve satisfaction and loyalty.
• Establish and track customer success KPIs such as health scores, churn rate, NPS, and renewal rates.
• Collaborate cross-functionally with Operations, IT, Sales, Onboarding, Business Development, and Marketing teams to improve customer outcomes and meet company objectives.
• Serve as a strategic partner to customers, developing strong executive-level relationships.
• Conduct quarterly business reviews (QBRs) alongside Customer Success Managers to assess satisfaction, identify opportunities, and align future goals.
• Manage escalations and complex customer issues with a calm, solutions-focused approach.
• Implement strategies to identify at-risk accounts and take proactive steps to improve retention.
• Oversee the development of customer training and educational resources.
• Contribute to customer communication plans including product announcements, best practices, and success stories.
• Maintain accurate customer records in CRM and ensure team adherence to documentation standards.
• Partner with IT and Operations teams to prioritize feature requests and process improvements based on customer feedback.
• Monitor industry trends and emerging customer needs to keep G10 ahead of the curve.
• Any other duties as assigned by the manager.

SKILLS:

• Proven ability to develop, lead, and inspire high-performing teams.
• Excellent communication and presentation skills with the ability to simplify complex topics for varied audiences.
• Strong data analysis skills with the ability to interpret customer metrics and drive actionable insights.
• Demonstrated success in building and executing customer retention and growth strategies.
• Experience managing escalations and navigating complex customer relationships.
• Proficient in Microsoft Office Suite and CRM platforms such as Salesforce or HubSpot.
• Highly organized with exceptional time management skills in a fast-paced environment.
• Ability to think strategically while executing tactically.

EDUCATION/EXPERIENCE:

• Bachelor’s degree in Business, Communications, Marketing, or a related field (or equivalent combination of education and experience).
• 5 years of experience in customer-facing roles with at least 3 years managing a customer success, account management, or support team (logistics or technology/SaaS industry preferred).

PHYISCAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.

The above statements reflect the general details necessary to describe the principal functions.

of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.