SmartBear · 1 day ago
Manager, Customer Success
Somerville, MA
Full-time
Hybrid
Mid, Senior Level
$149K/yr - $165K/yr
6+ years expSmartBear is a company that delivers visibility tools for developers, trusted by millions across various organizations. The Manager, Customer Success will lead a team of Customer Success Managers, focusing on improving customer retention and health outcomes while collaborating cross-functionally to enhance the customer experience.
Computer Software
Responsibilities
Lead and coach a high-performing team of locally based Customer Success Managers to drive retention and long-term customer value
Translate Customer Success strategy into consistent, scalable execution to improve renewals and customer health outcomes
Collaborate cross-functionally to elevate the customer experience and strengthen alignment across Sales, Product, and Operations
Build and coach a high-performing, accountable CSM team that consistently meets expectations for customer engagement, health, and renewal readiness
Provide regular feedback to CSM team, ensuring clear goals and actionable career development plans
Advance team maturity by reinforcing value articulation, executive alignment, and long-term account planning
Drive greater consistency in team performance through coaching, prioritization, and process discipline
Own retention outcomes for the team’s customer portfolio, ensuring strong renewal forecasts and risk mitigation plans
Improve early risk detection by reinforcing consistent customer engagement and health monitoring practices
Partner with Sales and Renewals to ensure renewals are predictable, value-led, and outcome-focused
Turn Customer Success strategy into repeatable, measurable execution
Use data and insights to guide prioritization, improve forecasting accuracy, and inform leadership decisions
Increase consistency and quality of success planning, business reviews and lifecycle management
Act as the frontline CS leader for the Boston office, aligning with Sales, Support, Product, and Operations
Serve as an escalation point for high-risk or complex accounts, ensuring effective resolution and learning
Interface with Product, Sales, Support and other leaders to influence roadmap
Qualification
Required
6–8+ years of experience in Customer Success, Account Management, or a comparable SaaS customer-facing role, including 2-4+ years leading or managing CSMs with direct accountability for renewals and customer outcomes
Proven success driving customer retention, renewal readiness, and measurable value realization
Demonstrated ability to coach and develop high-performing teams through complexity and ambiguity
Strong analytical and operational instincts, with comfort using data alongside customer context, to drive decisions
Experience in global, matrixed environments with distributed stakeholders
Excellent communication, collaboration, and problem-solving skills
Benefits
Performance-based bonuses for eligible roles
A generous benefits package that supports employees’ health and well-being
Flexible time off
Hybrid work options
Professional development opportunities
Company
SmartBear
SmartBear is pioneering innovation in software quality, embracing AI’s transformative potential.
501-1000 employees
H1B Sponsorship
SmartBear has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (2)
2023 (2)
2022 (4)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Frank Roe
Chief Executive Officer
Bryce Chicoyne
COO
Company data provided by crunchbase