Manager, Customer Success

Manager, Customer Success

This is a remote position. About the Opportunity Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses succeed, improve their lives, and create more efficient businesses. We automate accounting so business owners and their accountants can spend more time growing and less time dealing with operational hassles. Our SaaS platform automates accounting needs for thousands of online businesses (e-commerce, retail, etc.). If you're passionate about solving real-world problems and lending a hand to the small business communities trying to survive in an ever-changing digital world, join us!

About the Role As the Manager, Customer Success at Webgility, you will lead, mentor, and grow our team of Customer Success Specialists. Your primary responsibility is to empower this team as they manage their portfolios of small business clients, ensuring they drive deep adoption of our SaaS platform for e-commerce accounting automation. Your role involves setting the strategy for customer engagement, developing scalable processes for the team, and acting as a key leader in fostering a customer-centric culture. You will coach your team on becoming platform experts, understanding customer workflows, and troubleshooting adoption barriers. You will be responsible for the team's overall performance in driving value, efficiency, and strong relationships. Crucially, you will oversee the team's commercial targets, coaching them on how to identify and navigate upsell discussions to drive revenue expansion. You will serve as a key escalation point for critical customer issues and will champion systemic customer needs, collaborating closely with Product, Support, and Sales leadership to drive long-term customer success and company growth.

Why Work for Us Our fast-paced group thrives on innovation and collaboration that drives customer impact. Webgility prides itself on empowering people, helping them learn, and offering tools for professional growth. Want to join a diverse group of thinkers and collaborators in a contagiously fun culture?

In This Role, You Will

• Lead, mentor, and manage a team of Customer Success Managers, overseeing their performance, career development, and portfolio health.
• Develop and implement the overall customer engagement strategy to build strong relationships, ensure success, and drive product adoption at scale.
• Own the team's key performance indicators (KPIs), including renewal rates, upsell/expansion quotas, and customer adoption metrics.
• Hire, train, and onboard new Customer Success Specialists to build a high-performing team.
• Analyze team-level customer health data and usage trends to identify risks, opportunities, and strategic insights.
• Synthesize and champion customer feedback from the entire team, presenting key insights and strategic recommendations to Product leadership.
• Establish and optimize scalable, cross-functional workflows with Support, Product, and Sales to ensure a seamless customer experience.
• Coach CSMs on commercial skills, including identifying expansion opportunities, skillful negotiation, and closing deals.
• Standardize and elevate the Quarterly Business Review (QBR) process for the team, ensuring high-impact, strategic reviews with key customers.
• Serve as the primary internal advocate for the CS team and a key escalation point for critical customer issues.

Requirements What You Bring to the Table

• 8-10+ years of experience in Customer Success or a related field, with at least 2-5 years in a people management role leading a CSM team.
• Proven ability to coach, mentor, and develop a team, fostering a collaborative and high-performance environment.
• Exceptional leadership, communication, and interpersonal skills, with the ability to inspire a team and engage with executive-level customers.
• Proven track record of managing a team to meet and exceed commercial targets, including upsell, expansion, and renewal quotas.
• Strong strategic and analytical skills, with a data-driven approach to managing team performance and customer health.
• Deep experience in developing programs and processes to drive product adoption and customer value at scale.
• Experience in designing, implementing, and scaling customer business review (e.g., QBR) programs.
• Demonstrated ability to work cross-functionally and influence senior stakeholders in Product, Support, and Sales.
• Strong negotiation skills and a demonstrated ability to coach these skills in others.
• Experience in a SaaS environment, preferably serving small business (SMB) or e-commerce clients.

Benefits Top benefits or perks: As a team member at Webgility, you'll enjoy:

• Work-Life Integration: We fully support Remote Working, paid time off, and parental leaves to allow our employees flexibility in an ever-evolving work culture
• On-the-Job Training & Development: We encourage learning and growth through access to multiple 1:1 sessions, learning platforms, and on-the-job training
• Health & Wellness: Prioritizing employee well-being, we offer annual wellness sessions plus wellness time offs, unlimited access to a gaming room, and a well-equipped fitness center
• Hardware & Internet: Remote employees get the hardware delivered straight to their doorstep. They are also eligible for reimbursement of the internet services
• Family Insurance: Group health insurance with the no-capping model that covers employees, spouses, and children
• Rewarding Culture: We honor our employees' accomplishments through thoughtful recognition programs, annual employee awards, annual meet-ups, and celebrate even the smallest of wins
• Open-Door Policy: Approachable management, monthly town halls to openly share ideas, a transparent feedback mechanism, and leadership visibility are our success pillars

Location: This position is 100% remote in India, and a reliable internet connection is necessary to complete job duties. This position will require working a full night shift. Indore Office visit every quarter.