Customer Success Manager, MoeGo

• If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags
• 5–8+ years of experience in Customer Success, Account Management, or a related customer-facing SaaS role
• 2–4+ years of experience managing and developing Customer Success Managers
• Strong understanding of SaaS retention, expansion, and customer health metrics
• Proven ability to scale customer success motions while maintaining high-quality relationships
• Excellent communication skills, especially in high-stakes renewal or escalated customer situations
• Comfort operating cross-functionally with Sales, Product, Onboarding, and Support
• Data-driven mindset with experience using metrics to manage performance and forecast risk
• Ability to balance empathy for customers with clarity and accountability around outcomes

Desirable

• Reports to: GM - Enterprise & Revenue Lead
• As Manager, Customer Success, you will lead and develop a team of Customer Success Managers responsible for driving customer outcomes after onboarding
• Your role is to ensure customers realize ongoing value from MoeGo, remain engaged with the platform, and continue to grow with us over time
• You will not be the primary frontline CSM, but you are ultimately accountable for the health, retention, and expansion of the customers owned by your team
• You'll lead, coach, and develop a team of Customer Success Managers responsible for post-onboarding customer relationships
• Own customer success performance across your team, including retention, churn, expansion, NPS, and product adoption
• Set clear expectations, success metrics, and operating rhythms for CSMs
• Review account plans, health signals, and risks; step in to support escalations when needed
• Partner closely with Sales, Onboarding, Support, and Product to ensure a seamless customer lifecycle
• Drive consistent execution of success plays including adoption, renewal, and expansion motions
• Translate customer insights into actionable feedback for Product and cross-functional partners
• Build and continuously improve success playbooks, processes, and enablement for your team
• Forecast team capacity and coverage as the customer base scales
• Ensure customers feel supported, heard, and confident in MoeGo as a long-term partner