Customer Success Manager, Lead (68551)

Promera is a leading provider of critical environment management solutions for mission critical environments, including data centers, cleanrooms, and life sciences facilities. For over 45 years, we’ve helped protect the performance and reliability of some of the world’s most demanding spaces. Our clients include top general contractors, hyperscale cloud providers, colocation facilities, and enterprises that rely on safe, compliant, and expertly maintained environments. Promera is ISO 9001:2015 and ISO 14001 certified, demonstrating our commitment to service excellence and operational efficiency. 

The Regional Customer Success Manager (CSM) Lead is responsible for overseeing the Customer Success Managers (CSMs) within their assigned region. This role combines leadership, strategy, and hands-on customer management to ensure customer satisfaction, retention, and expansion. The CSM Lead serves as a bridge between the Director of Customer Success and the regional CSM team, providing coaching, guidance, and operational oversight. 

What You’ll Work On 

• Mentor, coach, and develop CSMs within the region to ensure high performance. 
• Conduct regular 1:1s, performance reviews, and career development discussions with team members. 
• Ensure adherence to customer success processes and best practices. 
• Build a positive, collaborative, and accountable team culture. 
• Act as an escalation point for high-priority, at-risk, or strategic accounts. 
• Partner with CSMs on complex account situations, including renewals and expansion opportunities. 
• Participate in key customer meetings when necessary to maintain strong relationships. 
• Monitor account health and proactively address potential risks. 
• Implement and standardize customer success processes and initiatives regionally. 
• Provide feedback to the Director on regional trends, challenges, and opportunities. 
• Collaborate with Sales, Product, and Marketing to drive customer initiatives aligned with company strategy. 
• Identify areas for process improvement within the team and region. 
• Track and report on regional KPIs including retention, churn, NPS, expansion, and adoption rates. 
• Analyze data to provide insights and recommendations for the Director of Customer Success. 
• Forecast renewals, upsell, and cross-sell opportunities for the region. 
• Ensure CSMs are effectively trained on tools, processes, and customer engagement strategies. 
• Conduct regular skill-building sessions, workshops, and team knowledge sharing. 
• Support onboarding and development of new CSMs within the region. 
• Assume primary ownership of the customer relationship immediately following the formal sales-to-customer-success handoff, remaining the accountable function through onboarding, adoption, renewal, and expansion. Partner with cross-functional teams to ensure alignment on customer needs and company priorities. 
• Collaborate with other regional CSM Leads to share best practices and ensure consistency across regions. 

Key Performance Indicators (KPIs) 

• Regional retention and churn rates 
• Net Revenue Retention (NRR) 
• Customer Satisfaction (CSAT) / Net Promoter Score (NPS) 
• Account growth and expansion revenue 
• Team performance metrics (CSM adoption of best practices, productivity, engagement) 

Qualifications 

• 5 years of experience in Customer Success, Account Management, or related roles. 
• 2 years of experience leading or mentoring a team of CSMs. 
• Strong understanding of customer success metrics and KPIs. 
• Exceptional communication, leadership, and interpersonal skills. 
• Analytical mindset with experience using CRM or Customer Success platforms (Salesforce, Gainsight, etc.). 
• Proven track record of driving customer retention, satisfaction, and expansion.

Benefits

• Competitive pay, based on experience and location. 
• Starting base pay from $75,000
• Commission eligible 
• Growth Sharing Incentive Plan eligible – our company-wide long-term incentive plan 
• Paid on-the-job training, and continued learning, including certifications 
• Paid Time Off 
• Medical, Dental, Vision plans  
• Life, Disability and other Voluntary coverage 
• 401k matching  
• Employee Assistance Program 
• Promotion opportunities 

We are an Equal Opportunity Employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Salary : $75,000 - $85,000