Customer Success Manager

As a Customer Success Manager, you will play a key role in driving customer success and commercial performance through disciplined execution, analytics, and business intelligence. This role is responsible for enabling consistent operating rhythms, delivering actionable insights, and supporting performance management across key accounts and the broader commercial organization.

You will partner closely with sales leadership and account teams to translate data into clear narratives that guide decision-making, enhance customer engagement, and improve execution quality. This role requires analytical thinking, collaboration, and a focus on continuous improvement to support both customer outcomes and business objectives.

POSITION LOCATION: Tampa, FL (Hybrid, 4 days in office)

What You Will Be Doing:

• Support execution of the Sales Management Operating System (MOS), including preparing performance materials and enabling structured business and account reviews.
• Partner with sales and account teams to improve execution quality, identify risks, and support customer success outcomes.
• Own opportunity and pipeline analytics, providing visibility into deal health, timing, risk, and coverage against targets.
• Analyze pipeline trends, including conversion, velocity, and forecast accuracy, to support prioritization and decision-making.
• Develop and maintain business intelligence for priority customers, integrating performance data, market context, and account insights.
• Collaborate with account teams to create insight-driven materials for customer engagements and quarterly business reviews.
• Build and maintain dashboards, scorecards, and reporting that provide a consistent and reliable view of customer and sales performance.
• Translate complex data into clear, actionable insights that support customer strategy and account growth.
• Partner with IT and BI teams to enhance reporting tools, data models, and system capabilities that support customer success and commercial execution.
• Support planning activities, including territory alignment, account prioritization, and annual planning through data-driven insights.
• Improve CRM data quality and reporting, ensuring strong data integrity and identifying opportunities to enhance processes and adoption.
• Identify and implement process improvements to strengthen operational efficiency and support scalable customer engagement.

Qualifications

• Bachelor's degree with 3+ years of experience in customer success, sales, analytics, or commercial operations roles.
• Analytical skills with the ability to transform data into insights and actionable recommendations.
• Experience working with reporting tools and systems such as Excel, Power BI, ERP platforms, or CRM systems (e.g., Microsoft Dynamics).
• Experience supporting customer success initiatives, account management, or sales performance.
• Ability to communicate complex information clearly and effectively to a variety of stakeholders.
• Experience collaborating across cross-functional teams in a matrixed organization.
• Organizational skills, with the ability to manage multiple priorities and deliver high-quality work in a fast-paced environment.
• Understanding of customer dynamics, sales processes, and commercial performance drivers.

Preferred Qualifications

• Experience supporting Sales Management Operating Systems (MOS) or structured performance management frameworks.
• Experience working with CRM optimization, data governance, or reporting transformation initiatives.
• Background in account planning, customer analytics, or revenue optimization.
• Experience developing or supporting executive-level customer business reviews.

#LI-HYBRID

#LI-MS1