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The Muse Logo The Muse · IT - Software Development

Manager, Commercial Customer Success

United States 123300.00 - 193875.00 USD / Year · Job Posted May 17, 2026
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Job Description

As the Manager of the Commercial Customer Success teams, you will lead a group of exceptional Customer Success Managers (CSMs) to drive customer satisfaction, adoption, and retention. You'll develop and execute customer success strategies that align with DX's growth objectives while ensuring customer outcomes are prioritized. You will also own a small portfolio of customers, ensuring you are driving high success rates which result in renewal and expansion

Job Responsibility

  • Drive CSMs to be proactive, ensuring they are owning and taking accountability over the customer journey
  • Drive outcomes, program health, renewals and expansion within assigned personal portfolio
  • Team leadership & development: Onboard and continuously develop your team of CSMs
  • Drive customer outcomes: Empower your team to focus on customer outcomes while achieving quarterly and annual targets for net renewals, retention, and expansion
  • Customer health & risk management: Proactively monitor customer health and implement risk mitigation strategies to ensure high renewal rates
  • Upsell and expansion: Build relationships with key customers, uncover opportunities for expansion, and ensure that customer value is consistently delivered
  • Cross-functional collaboration: Collaborate with Sales, Product, and other departments to enhance the customer experience and drive customer success

Requirements

  • Consistently perform at a high level and are meticulous in your approach to customer success
  • Thrive in high-pressure and fast-paced environments, owning your responsibilities and meeting deadlines
  • Quick to learn complex products and articulate technical concepts clearly to both technical and non-technical stakeholders
  • Strong communication and relationship-building skills, able to influence at all levels of management
  • Excel at managing teams, with a proven ability to mentor, coach, and motivate others toward achieving results
  • Cross-functional collaborator, able to work closely with sales, product, and other teams to achieve common goals

Nice to have

  • Past startup experience
  • Past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)

What we offer

  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Short-Term Disability
  • Long-Term Disability
  • FSA
  • HSA With Employer Contribution
  • Fitness Subsidies
  • Mental Health Benefits
  • On-Site Gym
  • HSA
  • Adoption Leave
  • Birth Parent Or Maternity Leave
  • Non-Birth Parent Or Paternity Leave
  • Fertility Benefits
  • Adoption Assistance Program
  • Family Support Resources
  • Flexible Work Hours
  • Remote Work Opportunities
  • Hybrid Work Opportunities
  • Work-From-Home Stipend
  • Holiday Events
  • Casual Dress
  • Pet-Friendly Office
  • Happy Hours
  • Snacks
  • Some Meals Provided
  • On-Site Cafeteria
  • Paid Vacation
  • Paid Holidays
  • Personal/Sick Days
  • Volunteer Time Off
  • Leave Of Absence
  • 401(K) With Company Matching
  • Company Equity
  • Performance Bonus
  • Relocation Assistance
  • Financial Counseling
  • Access To Online Courses
  • Internship Program
  • Leadership Training Program
  • Tuition Reimbursement
  • Learning And Development Stipend
  • Promote From Within
  • Founder Led
  • Employee Resource Groups (ERG)
  • Diversity, Equity, And Inclusion Program
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