Manager, Customer Success

About this role

Posit is looking for a thoughtful and strategic Manager, Customer Success to help scale our growing post-sales organization. This is a high-impact role—perfect for a leader who thrives in cross-functional environments, brings out the best in others, and knows how to operationalize success at scale. You’ll lead a team of talented CSMs who are each focused on a portfolio of strategic accounts, with the goal of delivering measurable outcomes, strengthening customer partnerships, and building a high-performing team.

You’ll bring clarity, structure, and a customer-first mindset to everything you do—driving excellence through coaching, process improvement, and deep cross-functional collaboration. As part of Posit’s mission-driven team, you’ll play a key role in helping organizations around the world harness the power of open-source data science tools to solve real-world problems.

In This Role, You Will

• Team leadership & coaching: Team leadership & coaching: Lead, mentor, and inspire a team of Customer Success Managers by providing structured coaching, clear expectations, and ongoing development to help them thrive and deliver measurable value to customers

• Performance management: Establish clear expectations and KPIs aligned to retention, expansion, customer health, and strategic impact—ensuring consistent team performance and accountability

• Customer advocacy: Serve as a trusted advisor and escalation point for key accounts—helping customers navigate change, ensuring Posit remains relevant to their evolving needs, and reinforcing long-term relationships through strategic engagement

• Cross-functional leadership: Build strong partnerships with Sales, Product, Engineering, and Support—aligning on shared goals, proactively resolving risks, and driving initiatives that improve the end-to-end customer experience

• Process and program design: Design and evolve scalable playbooks, engagement models, and reporting systems—using customer insights as a key input to ensure they remain relevant, consistent, and impactful across the customer lifecycle

• Hands-on execution (as needed): Step in when necessary to support high-stakes accounts, model best practices, or refine the customer journey—while empowering your team to lead day to day

What We’re Looking For

• Significant experience in Customer Success, Account Management, or post-sales roles in software

• Experience leading enterprise teams, ideally with technical customers

• A coaching-first mindset with a track record of developing high-performing teams

• Strong operational skills—able to build and refine playbooks, reporting, and workflows

• Strategic prioritization skills to focus team efforts where they’ll have the greatest impact

• Clear communicator and effective collaborator across functions and levels

• Comfortable navigating escalations and serving as a trusted advisor to key accounts

• Adaptable, with a bias toward action and comfort working through ambiguity in a fast-moving, remote environment

• Comfort working with AI tools and driving AI process improvements

Nice to Have

• Familiarity with Salesforce, Gong, Confluence, Outreach, or similar tools

• Background in data science, analytics, or open-source communities

• Experience with on-prem and hybrid solutions

• Prior work in a fully remote, distributed team environment

What You’ll Accomplish

Within 3 months, you will…

• Complete onboarding and build foundational knowledge of Posit’s platform, customers, and success motion

• Build trust with your team and begin 1:1 coaching and performance alignment

• Identify immediate workflow, reporting, or process gaps and begin shaping improvements

• Establish working relationships with Sales, Solutions Engineering, and Product leaders

Within 6 months, you will…

• Drive consistent execution of core customer success activities across your team’s portfolio

• Implement improvements to team capacity planning, success playbooks, and reporting

• Ensure customer health, retention, and expansion metrics are trending in the right direction across your team

• Represent the CS team in cross-functional strategic initiatives and support pre-renewal and expansion planning

• Begin recruiting and onboarding additional team members as needed

Within 12 months, you will…

• Be seen as a key leader in the Revenue organization, shaping how we engage and grow enterprise customers

• Deliver measurable impact across retention, expansion, and customer satisfaction

• Continue evolving our enterprise success model through experimentation, team feedback, and customer insights

• Hire, mentor, and scale a high-performing team equipped to deliver customer value at scale

• Create internal champions and external customer evangelists based on the work you and your team lead

Posit offers competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. The hiring range includes base salary and commission; this role has an expected 80/20 pay mix. In addition, we offer an annual cash bonus, targeted at 10% of base pay, that pays out based on company performance and a cash grant that vests over 4 years. This hiring range assumes that the job will be performed in the United States.

Hiring Range $137,000 — $180,813 USD

Working at Posit:

• We welcome all talented colleagues and are committed to a culture that represents diversity in all its forms .

• We prioritize giving ourselves “focus time” to get deep work done. We minimize meetings and attempt to operate asynchronously.

• We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills, influence, and leadership as a result of working at Posit.

• We operate under a unique sustainable business mo

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