Manager, Customer Success

At SmartBear, we believe building great software starts with quality – and we’re helping our customers make that happen every day. Our solutions bring visibility and automation to software development, making it easier for teams to deliver high-quality software faster. SmartBear is trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including innovators like Adobe, JetBlue, FedEx, and Microsoft.

Manager, Customer Success
Somerville, MA (Hybrid — regular in-office collaboration with local team expected)

- Lead and coach a high-performing team of locally based Customer Success Managers to drive retention and long-term customer value.
- Translate Customer Success strategy into consistent, scalable execution to improve renewals and customer health outcomes.
- Collaborate cross-functionally to elevate the customer experience and strengthen alignment across Sales, Product, and Operations.

About the Role

As the Manager, Customer Success, you will lead a team of Customer Success Managers (CSMs) based in Somerville, MA, reporting to the Senior Director of Customer Success and managing 4-6 Customer Success Managers. This role is pivotal to scaling SmartBear’s investment in Customer Success as both a growth and retention engine. You will directly influence how we deliver value to customers, strengthen renewal predictability, and develop future CS leaders.

As a Manager, Customer Success, you will:

• Build and coach a high-performing, accountable CSM team that consistently meets expectations for customer engagement, health, and renewal readiness.
• Provide regular feedback to CSM team, ensuring clear goals and actionable career development plans.
• Advance team maturity by reinforcing value articulation, executive alignment, and long-term account planning.
• Drive greater consistency in team performance through coaching, prioritization, and process discipline
• Own retention outcomes for the team’s customer portfolio, ensuring strong renewal forecasts and risk mitigation plans.
• Improve early risk detection by reinforcing consistent customer engagement and health monitoring practices.
• Partner with Sales and Renewals to ensure renewals are predictable, value-led, and outcome-focused.
• Turn Customer Success strategy into repeatable, measurable execution.
• Use data and insights to guide prioritization, improve forecasting accuracy, and inform leadership decisions.
• Increase consistency and quality of success planning, business reviews and lifecycle management.
• Act as the frontline CS leader for the Boston office, aligning with Sales, Support, Product, and Operations.
• Serve as an escalation point for high-risk or complex accounts, ensuring effective resolution and learning.
• Interface with Product, Sales, Support and other leaders to influence roadmap

We are looking for you if you have:

• 6–8+ years of experience in Customer Success, Account Management, or a comparable SaaS customer-facing role, including 2-4+ years leading or managing CSMs with direct accountability for renewals and customer outcomes.
• Proven success driving customer retention, renewal readiness, and measurable value realization.
• Demonstrated ability to coach and develop high-performing teams through complexity and ambiguity.
• Strong analytical and operational instincts, with comfort using data alongside customer context, to drive decisions.
• Experience in global, matrixed environments with distributed stakeholders.
• Excellent communication, collaboration, and problem-solving skills.

Why you should join the SmartBear crew:
- You can grow your career at every level.
- We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
- We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
- We are guided by a People and Culture organization—an important distinction for us. We think about our team holistically—the whole person.
- We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

Did you know?

- Our main goal at SmartBear is to make our technology-driven world a better place.
- SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
- SmartBear is headquartered in Somerville, MA, with offices around the world including Galway (Ireland), Bath (UK), Wroclaw (Poland), and Bangalore (India).
- We’ve won major industry awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator, and BuiltIn Best Places to Work.

SmartBear is committed to creating an inclusive workplace for employees where all individuals are treated with respect and dignity. We are an equal opportunity employer and make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, gender, disability, veteran status, sexual orientation, or any other protected status under applicable laws. We are dedicated to fostering a workplace that reflects a diversity of thought and experience as well as our values of being smart, open, driven, accountable, and curious.

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