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Copado · 1 day ago

Manager, Customer Success – Commercial & Mid-Enterprise

New Orleans, LA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Copado is a leading DevOps platform that aims to make release days obsolete and drive customer success. They are seeking a Manager of Customer Success to lead a team responsible for ensuring customer retention, adoption, and value realization for their Commercial and Mid-Enterprise clients.

CollaborationDeveloper PlatformDeveloper ToolsDevOpsIT ManagementSoftware

Responsibilities

Lead, coach, and develop a team of Commercial and Mid-Enterprise CSMs, driving performance, accountability, and career growth

Establish operating rhythms, playbooks, and best practices to ensure consistency across the entire customer lifecycle

Create a culture of proactive communication, customer advocacy, operational excellence, and continuous improvement

Conduct regular 1:1s, performance reviews, and skills development sessions with direct reports

Ensure customers across the Commercial and Mid-Enterprise segment achieve time-to-value, strong adoption, and measurable business outcomes

Oversee execution of onboarding, adoption, and success plans tailored to segment-specific needs

Support CSMs in resolving complex customer situations, navigating escalations, or accelerating value realization

Manage team-level targets for Gross Retention (GRR) and Net Revenue Retention (NRR)

Review and forecast upcoming renewals, risk signals, and expansion opportunities

Partner with Sales leadership to drive coordinated account growth strategies and territory planning

Own customer health scoring frameworks, reporting, and segment insights for the Commercial and Mid-Enterprise book

Build scalable strategies to manage a high-volume account segment while improving efficiency and customer experience

Lead initiatives to improve onboarding processes, risk management programs, renewal workflows, and customer communications

Partner with RevOps and CS Ops to enhance tooling, data visibility, and operational workflows

Serve as the liaison between Customer Success and Support, Product, Engineering, and Sales for your customer segment

Bubble up customer insights to influence roadmap, product improvements, and customer programs

Collaborate with Professional Services on capacity planning, implementation support, and enablement programs

Participate in leadership discussions to shape CS strategy, KPIs, and long-term vision

Qualification

Customer Success ManagementRetention StrategiesTeam LeadershipDevOps WorkflowsSaaS ExperienceStakeholder ManagementProcess ImprovementCoachingAgile/Scrum CertificationCommunicationMentoringCross-functional Collaboration