Sr. Customer Success Manager

Location: [Insert Location / Remote] Department: Customer Success Reports To: Sr VP Revenue Team Size: 3-4 Customer Success Managers (CSMs), each managing 60-70 SMB, Mid-Market, and Enterprise accounts

About the Role

CallHippo is looking for a results-driven Head of Customer Success to lead and scale our CS function. This is a high-impact leadership role responsible for driving retention, expansion, and customer health across a diverse portfolio of SMB, Mid-Market, and Enterprise accounts. You will lead a team of CSMs, translate customer conversations (MOMs) into concrete growth actions, and own key OKRs around retention and net revenue expansion.

Key Responsibilities Team People Leadership

- Lead, coach, and mentor a team of 3 to 4 CSMs, each managing a book of ~60-70 accounts spanning SMB and Mid-Market/Enterprise segments.
- Set individual and team goals aligned to company OKRs; run regular 1:1s, pipeline reviews, and performance check-ins.
- Build a high-performance CS culture focused on proactive account management rather than reactive support.
- Recruit, onboard, and upskill CSMs as the team scales.

Retention Revenue Growth (OKRs)

- Own and drive the Retention Rate OKR - reduce churn and improve gross/net revenue retention across all segments.
- Own the New Teams/Logos Added via Cross-sell OKR - identify and execute cross-sell and upsell opportunities within the existing customer base.
- Build and monitor a rolling revenue expansion pipeline (upsell/cross-sell) with clear forecasting and accountability per CSM.
- Define and track account health scores, usage metrics, and early warning indicators for churn risk.

Account Management Customer Engagement

- Review Minutes of Meetings (MOMs)



from CSM customer calls and convert insights/action items into structured account growth plans.
- Ensure every customer touchpoint has a clear next action, owner, and timeline - no MOM insight goes untracked.
- Personally engage with key Mid-Market/Enterprise accounts to build executive-level relationships and unblock escalations.
- Partner with Sales, Product, and Support to close the feedback loop between customer needs and product roadmap.

Process Reporting

- Establish playbooks for onboarding, adoption, QBRs (Quarterly Business Reviews), renewal, and expansion conversations.
- Standardize MOM documentation and follow-up processes across the team for consistency and accountability.
- Report on retention, expansion, churn, and team performance metrics to leadership on a regular cadence.
- Continuously refine segmentation strategy (SMB vs. Mid-Market/Enterprise) to optimize CSM bandwidth and account coverage.

Required Skills Experience

- 6-8+ years in Customer Success / Account Management, with 2+ years in a leadership role managing a CS team, ideally in SaaS.
- Proven track record of owning and delivering on retention rate and expansion/cross-sell revenue targets.
- Solid cross-sell and upselling skills, with experience building repeatable playbooks for revenue expansion.
- Exceptional account management skills - able to translate customer conversations and MOMs into concrete,



trackable growth actions.
- Excellent relationship-building skills across SMB, Mid-Market, and Enterprise customer profiles.
- Experience managing a team handling a large, high-volume book of accounts (managing capacity/bandwidth planning for CSMs with 60-70 accounts each).
- Strong analytical skills - comfortable working with CS/CRM tools (e.g., HubSpot, Salesforce, Gainsight, Freshsuccess, or similar) and account health dashboards.
- Excellent communication, presentation, and stakeholder management skills.
- Experience in telephony/VoIP, SaaS, or B2B tech products is a strong plus. What Success Looks Like (First 3 to 6 Months)

- Improved retention rate against baseline, with a clear churn-reduction plan in motion.
- A documented, adopted process for converting MOMs into tracked action items and account growth plans.

- Measurable increase in cross-sell/upsell revenue and new team/logo additions from the existing customer base.
- A coached, high-performing CSM team with clear ownership of their respective 60-70 account portfolios.

- Strong visibility and reporting cadence to leadership on CS health metrics.

Why Join CallHippo

- Own a high-visibility, high-impact function directly tied to company revenue growth.

- Work with a diverse portfolio spanning SMB to Enterprise customers globally.
- Fast-paced, growth-oriented environment with real ownership over strategy and execution.

Disclaimer: This job posting and location has been aggregated from external source.

Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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