Customer Success Manager Leader

Principal Responsibilities:

Team Leadership & Coaching 

• Lead, coach, and develop a team of Customer Success Managers to drive high performance and accountability. 

• Establish a strong coaching culture focused on customer-business curiosity, proactive engagement, and continuous improvement. 

• Conduct regular performance reviews, skill development plans, and talent calibration.

Customer Success Strategy & Execution 

• Translate organizational strategy into clear team-level operating models, playbooks, and KPIs that connect customer value to business outcomes. 

• Ensure consistent execution of customer lifecycle management, including onboarding, adoption, value realization, and renewal. 

• Move comfortably between account-level detail and executive-level patterns, risks, and recommendations. 

Operational Excellence 

• Define and implement operating rhythms (QBRs, account reviews, pipeline health checks, escalation reviews). 

• Monitor and manage key success metrics such as adoption, utilization, health scores, churn risk, and renewals. 

• Build and scale repeatable playbooks for onboarding, adoption acceleration, risk mitigation, and value realization. 

Customer Outcomes Ownership 

• Own team-level performance across:  

• Adoption & utilization 

• Customer health 

• Renewals and retention 

• Escalation management 

• Ensure proactive identification and management of at-risk accounts with clear action plans grounded in the customer’s business context. 

Cross-functional Collaboration 

• Partner with Sales leadership to align on account strategy, renewals, and expansion opportunities. 

• Work closely with Product and Engineering to represent customer feedback and influence roadmap priorities. 

• Align with Support and Services teams to ensure seamless customer experience. 

Executive Engagement 

• Build and maintain relationships with senior customer stakeholders by understanding what they are trying to accomplish as a business. 

• Support executive-level business reviews and strategic account discussions with clear insight, not just status updates. 

• Act as an escalation point for critical customer situations. 

Change Leadership & Transformation 

• This is an evolving motion for RSA; the leader must be a hands-on builder who can create structure, model the customer engagement motion, and operate with limited dependency on senior leadership. 

• Drive adoption of new processes, tools, and frameworks by leading from the front and coaching the team through real customer situations. 

• Foster resilience and adaptability during periods of change. 

Required Skills & Qualifications 

• 7+ years of experience in customer success, account management, or related post-sales roles 

• 2+ years of people management experience leading customer-facing teams 

• Proven ability to drive measurable outcomes (adoption, renewals, customer satisfaction) 

• Strong leadership presence with the ability to influence cross-functional stakeholders and model the right customer engagement behaviors 

• Excellent communication skills with experience engaging executive audiences 

• Data-driven mindset with experience leveraging dashboards, KPIs, and reporting 

• Strong program management and operationalization capabilities 

• Experience in cyber security, SaaS, or enterprise technology environments 

CSM Manager Must-Have Capabilities 

• Strong coaching mindset with the curiosity to understand each customer’s business, not just product usage 

• Ability to translate strategy into operating rhythms, KPIs, and playbooks 

• Executive communication and Sales partnership maturity 

• Builder-owner profile with change leadership experience and the ability to take pressure off senior leaders by operationalizing new motions.

EEO Language for US Job Descriptions

Pay Range (On-Target-Earnings) $129,080- $215,110

Full-time, non-Sales US employees are also eligible for annual discretionary bonuses that are funded based on prior year company performance. RSA Sales team members are eligible to participate in company commission plans.

In addition, RSA offers its eligible US employees a comprehensive array of benefit programs including flexible paid-time-off, health, disability, and life insurance, and a 401(k) retirement plan with company matching contributions.

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RSA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. RSA will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All RSA employees are expected to support this policy and contribute to an environment of equal opportunity.

If you need a reasonable accommodation during the application process, please contact rsa.global.talent.acquisition@rsa.com. All employees must be legally authorized to work in the US. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.