Team Manager, Customer Success - Remote, USA

<p>TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.</p><p>We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact?</p><h5><span><em>The Manager, Customer Success - Enterprise Accounts is responsible for leading a team of Customer Success Managers (CSMs) focused on driving customer value, adoption, retention, and growth across strategic enterprise customers. This leader will develop and execute customer success strategies that ensure customers achieve their desired business outcomes while maximizing the value of their investment in TeamViewer solutions.</em></span></h5><div><p></p></div><div><ul><li><p><span>Recruit, onboard, coach, and develop a high-performing team of Enterprise Customer Success Managers.</span></p></li></ul></div><div><ul><li><p><span>Establish clear performance expectations, career development plans, and accountability measures.</span></p></li></ul></div><div><ul><li><p><span>Conduct regular coaching sessions, performance reviews, and talent assessments.</span></p></li></ul></div><div><ul><li><p><span>Foster a customer-centric and results-oriented culture.</span></p></li></ul></div><div><ul><li><p><span>Drive customer retention, renewal readiness, and risk mitigation strategies across enterprise accounts.</span></p></li></ul></div><div><ul><li><p><span>Ensure proactive engagement with customers through executive business reviews, success planning, and adoption initiatives.</span></p></li></ul></div><div><ul><li><p><span>Partner with Sales to identify expansion and cross-sell opportunities.</span></p></li></ul></div><div><ul><li><p><span>Oversee customer health monitoring and intervention plans for at-risk accounts.</span></p></li></ul></div><div><ul><li><p><span>Build relationships with executive stakeholders within key enterprise customers.</span></p></li></ul></div><div><ul><li><p><span>Support strategic account planning and customer success strategies for the company's largest and most complex accounts.</span></p></li></ul></div><div><div><ul><li><p><span>Serve as an escalation point for critical customer issues and business challenges.</span></p></li></ul></div><div><ul><li><p><span>Ensure customers are achieving measurable business outcomes and realizing value from TeamViewer's solutions.</span></p></li></ul></div><div><ul><li><p><span>Partner with Sales leadership to support renewals, growth initiatives, and customer lifecycle management.</span></p></li></ul></div><div><ul><li><p><span>Collaborate with Support, Professional Services, Product, and Operations teams to improve customer experience.</span></p></li></ul></div><div><ul><li><p><span>Act as the voice of the customer by providing actionable feedback to internal stakeholders.</span></p></li></ul></div><div><ul><li><p><span>Drive alignment across departments to resolve customer challenges and improve customer outcomes.</span></p></li></ul></div><div><ul><li><p><span>Establish and optimize customer success processes, playbooks, and best practices.</span></p></li></ul></div><div><ul><li><p><span>Leverage customer health data, usage analytics, and customer feedback to drive decision-making.</span></p></li></ul></div><div><ul><li><p><span>Forecast customer retention and manage business risks proactively.</span></p></li></ul></div><div><ul><li><p><span>Ensure accurate account documentation and CRM hygiene.</span></p></li></ul></div><div><ul><li><p><span>Communicate business performance, customer trends, risks, and opportunities to senior leadership.</span></p></li></ul></div><div><ul><li><p><span>Develop dashboards and reports measuring team effectiveness and customer outcomes.</span></p></li></ul></div><div><ul><li><p><span>Present customer success strategies and business reviews to executive stakeholders.</span></p></li></ul></div><div><p></p></div><div><h4><span>Required Skills and Qualifications</span></h4></div><div><ul><li><p><span>Bachelor's degree in business, Technology, Management, or a related field; DEX experience preferred.</span></p></li></ul></div></div><div><div><ul><li><p><span>7+ years of experience in Customer Success, Account Management, Consulting, or related customer-facing roles.</span></p></li></ul></div><div><ul><li><p><span>3+ years of people management experience leading Customer Success or Account Management teams.</span></p></li></ul></div><div><ul><li><p><span>Experience managing enterprise and strategic customer relationships within a SaaS or technology company.</span></p></li></ul></div><div><ul><li><p><span>Demonstrated success driving customer retention, adoption, and revenue growth.</span></p></li></ul></div><div><ul><li><p><span>Proven ability to lead, motivate, and develop high-performing teams.</span></p></li></ul></div><div><ul><li><p><span>Strong coaching and mentoring capabilities.</span></p></li></ul></div><div><ul><li><p><span>Experience managing through change and driving organizational initiatives.</span></p></li></ul></div><div><ul><li><p><span>Excellent executive presence and stakeholder management skills.</span></p></li></ul></div><div><ul><li><p><span>Deep understanding of customer lifecycle management and customer success methodologies.</span></p></li></ul></div><div><ul><li><p><span>Ability to identify business risks and develop mitigation strategies.</span></p></li></ul></div><div><ul><li><p><span>Strong strategic thinking and problem-solving skills.</span></p></li></ul></div><div><ul><li><p><span>Experience conducting Executive Business Reviews (EBRs) and value realization discussions.</span></p></li></ul></div><div><ul><li><p><span>Experience with CRM platforms (Salesforce preferred).</span></p></li></ul></div><div><ul><li><p><span>Familiarity with Customer Success platforms such as Gainsight, Totango, ChurnZero, or similar.</span></p></li></ul></div><div><ul><li><p><span>Ability to analyze customer usage, health scores, and business performance metrics.</span></p></li></ul></div><div><ul><li><p><span>Strong presentation and communication skills.</span></p></li></ul></div></div><div><div><ul><li><p><span>Experience supporting enterprise software, SaaS, digital workplace, remote connectivity, or IT operations solutions.</span></p></li></ul></div><div><ul><li><p><span>Knowledge of customer adoption frameworks and change management principles.</span></p></li></ul></div><div><ul><li><p><span>Experience leading globally distributed teams.</span></p></li></ul></div><div><h4><span>Why This Role Matters</span></h4></div><div><p><span>The Manager, Customer Success - Enterprise Accounts plays a pivotal role in ensuring TeamViewer's most strategic customers achieve measurable business value. By developing talented customer success professionals, strengthening customer relationships, and driving adoption and retention outcomes, this leader directly contributes to long-term customer loyalty, revenue growth, and TeamViewer's continued success in the enterprise market.</span></p></div></div><h4><strong>What we offer:</strong></h4><ul><li><p><strong>Work location is Remote, USA.</strong></p></li><li><p>Competitive compensation and bonuses</p></li><li><p>Flexible PTO and paid holidays</p></li><li><p>401(k) with employer matching</p></li><li><p>Comprehensive Health insurance package including 100% employer-paid medical coverage</p></li><li><p>Up to 12 weeks of Parental Leave</p></li><li><p>Basic Life Insurance, Short-Term &amp; Long-Term Disability, 100% employer-paid</p></li><li><p>Quarterly teambuilding events, leadership luncheons, and companywide “All Hands” meetings</p></li><li><p>Open door policy and business casual dress code</p></li><li><p>We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us!</p></li></ul><p></p><p>TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.</p><p><span>If you require any accommodations or adjustments during the application or hiring process, including interview or onboarding support, please reach out to your Talent Acquisition Partner, who will be happy to support you.</span></p>