Lead Customer Success Manager

Position Overview

We are seeking an experienced and proactive Lead Client Success Manager to join our team in San Diego. In this role, you will manage a portfolio of client accounts while supporting day-to-day Client Success operations, escalations, retention efforts, and service quality across the team.

The ideal candidate will have strong account management experience, sound judgment, and the ability to guide fellow CSMs while remaining hands-on with clients. Working directly with the VP of Customer Experience, this role requires the ability to travel up to 25% for client engagement and industry events.

Key Responsibilities

• Client Account Management: Manage assigned client relationships, understand client goals and key stakeholders, and drive long-term success through proactive engagement and consistent service.

• Team Guidance & Support: Serve as a day-to-day resource for CSMs, helping prioritize work, reinforce SOPs, resolve challenges, and ensure timely client follow-through.

• Escalation Management: Own initial escalations from the CSM team, coordinate resolution across departments, and elevate significant risks or decisions to the VP of Customer Experience.

• Cancellation Requests & Retention: Handle initial cancellation requests, identify client concerns and save opportunities, and partner with the VP on retention strategies and approvals.

• Routine Audits & Quality Assurance: Review client accounts, onboarding activities, Salesforce records, Zendesk tickets, and open action items for accuracy, completeness, and SOP compliance.

• Client Success & Retention: Monitor account health, engagement, and client satisfaction while supporting renewals, business reviews, and opportunities to strengthen relationships.

• Operational Accountability: Track commitments, outstanding requests, and client deliverables; help CSMs correct gaps and ensure issues remain open until fully resolved.

• Data & Reporting: Review client and team performance metrics, identify recurring issues and risks, and provide practical recommendations to the VP of Customer Experience.

• Cross-Functional Collaboration: Work with Implementation, Operations, Support, Billing, Sales, and Technology to support successful onboarding and consistent service delivery.

• Client Engagement & Travel: Travel up to 25% for client meetings, program events, conferences, and other strategic engagements.

Qualifications

• Bachelor's degree preferred, or equivalent combination of education and experience.

• 6+ years of experience in Client Success, Account Management, Client Services, or a related client-facing role.

• Experience managing complex or multi-stakeholder client relationships and supporting long-term retention.

• Experience guiding or mentoring CSMs and handling client escalations, cancellation requests, and retention efforts.

• Strong interpersonal and communication skills with the ability to engage executive and senior-level stakeholders.

• Exceptional organization, attention to detail, and ability to manage multiple accounts and priorities.

• Experience with CRM and support systems such as Salesforce and Zendesk.

• Self-motivated, resourceful, and comfortable working in a fast-paced environment.

• Willingness and ability to travel up to 25% as needed.

• Must be able to work from the San Diego office.