Job Details

As the Manager of Customer Success at G10, you will play a pivotal leadership role in ensuring our customers achieve maximum value from our solutions. You'll lead and inspire a team of customer success professionals, foster long-term relationships with our clients, and drive initiatives that improve customer satisfaction, retention, and expansion.

You will also act as the voice of the customer-identifying needs, gathering feedback, and influencing internal strategies to enhance overall customer experience.

KEY RESULT AREA:

• Lead, coach, and develop a high-performing Customer Success team focused on onboarding, adoption, retention, and account expansion.
• Build and refine scalable processes, playbooks, and best practices that improve satisfaction and loyalty.
• Establish and track customer success KPIs such as health scores, churn rate, NPS, and renewal rates.
• Collaborate cross-functionally with Operations, IT, Sales, Onboarding, Business Development, and Marketing teams to improve customer outcomes and meet company objectives.
• Serve as a strategic partner to customers, developing strong executive-level relationships.
• Conduct quarterly business reviews (QBRs) alongside Customer Success Managers to assess satisfaction, identify opportunities, and align future goals.
• Manage escalations and complex customer issues with a calm, solutions-focused approach.
• Implement strategies to identify at-risk accounts and take proactive steps to improve retention.
• Oversee the development of customer training and educational resources.
• Contribute to customer communication plans including product announcements, best practices, and success stories.
• Maintain accurate customer records in CRM and ensure team adherence to documentation standards.
• Partner with IT and Operations teams to prioritize feature requests and process improvements based on customer feedback.
• Monitor industry trends and emerging customer needs to keep G10 ahead of the curve.
• Any other duties as assigned by the manager.

SKILLS:

• Proven ability to develop, lead, and inspire high-performing teams.
• Excellent communication and presentation skills with the ability to simplify complex topics for varied audiences.
• Strong data analysis skills with the ability to interpret customer metrics and drive actionable insights.
• Demonstrated success in building and executing customer retention and growth strategies.
• Experience managing escalations and navigating complex customer relationships.
• Proficient in Microsoft Office Suite and CRM platforms such as Salesforce or HubSpot.
• Highly organized with exceptional time management skills in a fast-paced environment.
• Ability to think strategically while executing tactically.

Requirements

EDUCATION/EXPERIENCE:

• Bachelor's degree in Business, Communications, Marketing, or a related field (or equivalent combination of education and experience).
• 5+ years of experience in customer-facing roles with at least 3 years managing a customer success, account management, or support team (logistics or technology/SaaS industry preferred).

PHYISCAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.

The above statements reflect the general details necessary to describe the principal functions.

of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.