The Manager, Customer Success will lead a team in enhancing customer relationships, driving product adoption, and overseeing renewals and expansion opportunities, while fostering a culture of high performance.
About DeleteMe:
DeleteMe is the leader in proactive privacy protection. We help security teams reduce their human attack surface by continuously monitoring and removing exposed personal data (PII) from the open web — the very data threat actors use to launch social engineering, phishing, Gen-AI deepfake, doxxing campaigns, physical threats, and identity fraud.
Operating as a fast-growing, global SaaS company, DeleteMe serves both consumers and enterprises. DeleteMe has completed over 100 million opt-out removals, helping customers reduce risks associated with identity theft, spam, doxxing, and other cybersecurity threats. We deliver detailed privacy reports, continuous monitoring, and expert support to ensure ongoing protection.
DeleteMe acts as a scalable, managed defense layer for your most vulnerable attack vector: your people. That’s why 30% of the Fortune 100, top tech firms, major banks, federal agencies, and U.S. states rely on DeleteMe to protect their workforce.
DeleteMe is led by a passionate and experienced team and driven by a powerful mission to empower consumers with privacy.
Job Summary
The Manager, Customer Success will lead and mentor a team of Customer Success Managers (CSMs) focused on driving product adoption, retention, and growth for our most valued customers. This role requires a blend of leadership, strategic thinking, and hands-on experience in Customer Success. The ideal candidate will be a strong advocate for the customer, possess excellent communication skills, and have a proven track record of managing high-performing teams in a fast-paced environment.
Responsibilities
Team Leadership and Development:
-Manage and coach a team of CSMs, fostering a culture of high performance, collaboration, and continuous improvement.
-Conduct regular one-on-ones, performance reviews, and career development planning.
-Develop and deliver onboarding and ongoing training programs for the team.
Customer Strategy:
-Define and refine the Customer Success strategy, including customer segmentation, engagement models, and success metrics.
-Analyze customer health data to identify risks and opportunities, and develop proactive intervention strategies.
-Work closely with Sales, Product, and Support teams to ensure a seamless and positive customer experience.
Operational Excellence:
-Oversee customer renewals and expansion opportunities, working closely with the Sales team to achieve targets.
-Manage and optimize the tools and processes used by the Customer Success team.
-Track and report on key Customer Success metrics, including Gross Retention Rate, Net Retention Rate, and Customer Lifetime Value (CLTV).
Customer Engagement:
-Act as an escalation point for critical customer issues.
-Participate in high-stakes customer meetings and executive business reviews.
-Gather and synthesize customer feedback to inform product development and company strategy.
Experience
-Minimum of 5+ years of experience in Customer Success or Account Management
-Minimum of 2+ years in a leadership or management role.
Skills:
-Proven ability to lead, motivate, and mentor a team.
-Exceptional written and verbal communication skills.
-Strong analytical and problem-solving abilities, with proficiency in using CRM and Customer Success platforms.
-Demonstrated experience in developing and executing customer success strategies.
-Deep knowledge and understanding of verticals highly impacted by data exposure, like threat intelligence/protective intelligence, executive protection, and/or cyber security.
-The ability to synthesize information and data, distill it into its most simple form and convey information to customers (internal and external) effectively.
What We Offer:
Comprehensive health benefits - Medical, Vision, Dental
Flexible work schedule
100% work from home
Generous 401k matching up to 6%
20 days paid time off
15 sick days
12 company-paid holidays
Childcare expense reimbursement
Fitness and cell phone reimbursement
Birthday time off
Top Skills
CRM
Customer Success Platforms
DeleteMe Somerville, Massachusetts, USA Office
Somerville, MA, United States
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