Manager, Customer Success Team

Manager, Customer Success

At Carousel Digital Signage, we create environments that make people feel welcomed, informed, and connected — and we want our customers to feel the same about their partnership with us. The Customer Success team serves as trusted advisors and the primary point of contact for customers throughout their lifecycle.

The Manager, Customer Success leads a team of Customer Success Managers (CSMs) to deliver exceptional experiences, drive retention, and foster long-term customer relationships. This role bridges strategic leadership and hands-on management, ensuring both the team’s success and the ongoing growth of our customer base.

Core Objective

The Manager’s primary metric for success is customer retention, achieved by leading, mentoring, and optimizing a high-performing team that aligns with Carousel’s mission, customer goals, and business objectives.

Key Responsibilities

Leadership & Team Management

• Recruit, hire, train, and develop Customer Success Managers, fostering a culture of accountability, collaboration, and continuous improvement.
• Set clear vision and goals for the Customer Success team, ensuring alignment with company strategy.
• Provide coaching and feedback to ensure team excellence in execution and customer relationships.
• Lead by example with empathy, adaptability, and a solutions-oriented mindset.
• Motivate and inspire the team to meet or exceed retention and expansion targets.
• Serve as a mentor and resource to CSMs, fostering leadership skills and professional growth.

Customer Retention & Relationship Management

• Oversee the full customer lifecycle of your own book of key customers from onboarding through renewal, ensuring satisfaction, adoption, and value realization.
• Represent the voice of the customer to influence product development, marketing strategy, and company priorities.
• Support key accounts directly, including leading strategic account reviews and renewal discussions.
• Proactively identify and mitigate churn risks through engagement strategies and data-driven insights.
• Partner cross-functionally with Sales, Operations, Product, and Support to ensure cohesive customer experiences.

Strategy & Process Improvement

• Develop and implement scalable processes and automations for onboarding, engagement, and renewal across all customer segments.
• Monitor and analyze customer trends and team performance metrics to identify opportunities for process enhancement.
• Design and optimize customer journeys and playbooks in collaboration with internal stakeholders.
• Utilize data and analytics to inform customer success strategies and decision-making.
• Contribute to company-wide strategic initiatives around customer retention, satisfaction, and growth.

Operational Excellence & Reporting

• Oversee reporting on key Customer Success KPIs such as adoption, renewal rate, health scores, and expansion opportunities.
• Develop insights and recommendations for executive leadership based on customer data and feedback.
• Ensure consistency and efficiency in Customer Success tools, workflows, and communication practices.

Qualifications

Experience & Knowledge

• 5+ years of experience in Customer Success, Account Management, or related customer-facing roles within a SaaS environment.
• 2+ years of leadership experience managing a team of Customer Success professionals.
• Deep understanding of customer success methodologies, lifecycle management, and retention strategies.
• Proven track record of improving customer satisfaction and renewal rates.
• Strong grasp of data-driven decision-making and familiarity with CRM and Customer Success platforms.

Skills & Competencies

• Excellent communication and interpersonal skills; able to build trust at all levels of a customer’s organization.
• Strong analytical and problem-solving skills, with the ability to translate insights into action.
• Strategic thinker who can connect high-level company goals to day-to-day execution.
• Empathetic leader who inspires and mentors others.
• Exceptional organizational and time management skills.
• Financial acumen to manage budgets and assess ROI on retention initiatives.

Key Competencies

• Strategic Vision: Defines and communicates the team’s strategic direction, aligning it with company objectives.
• Account Management: Ability to be a trusted advisor and guide to customer adoption and meeting ongoing needs
• Data-Driven Leadership: Uses metrics and analytics to guide decisions and demonstrate Customer Success impact.
• Cross-Functional Influence: Partners with Sales, Operations, Marketing, and Product to drive customer-centric outcomes.
• Continuous Improvement: Identifies and implements process enhancements to improve the customer journey.
• Mentorship: Develops CSMs into future leaders through active coaching and feedback.
• Operational Mastery: Builds and refines systems for scalability and efficiency.

About us:
Carousel Digital Signage software keeps your content fresh through collaboration, dynamic playlists, data feeds, and scalable server software. With BrightSign, Apple TV, and Windows media player support, Carousel is the industry leader in enterprise digital signage content management.

It all started back in 1997 when one of our founders was working for an audio-visual integrator. His job was to train teachers how to use multimedia authoring software to put the school lunch menu on the tube TVs that were hung in the hallways. This was a frustrating job because the teachers didn’t understand how the software worked which led to training them over and over again. Until we had our aha moment! It’s not that the teachers weren’t smart; it was that the tool wasn’t made for them. That is when the founders set out to make “signage” software that everyone could use. This principle is still core to Carousel over 20 years later.

For more stories from our team, visit us at: https://www.carouselsignage.com/about/story.

Our Core Values:
Compassion -> because of -> People, Relationships, Humanity
Clarity -> because of -> Accountability, Simplicity, Efficiency, Scalability
Continual Improvement -> because of -> Growth, Journey, Craft

Additional Information:
Hrs: 40 per wk
Review after 90 days
Salary: $90,000 - $95,000
100% remote work
Exempt job status FLSA Administrative Exemption