Manager, Customer Success

Customer Engagement & Escalation Management

Cross-Functional Collaboration

Process Ownership & Operational Excellence

Requirements

• Bachelor's degree or equivalent experience.
• 4+ years of people management experience leading customer-facing teams, with 6+ years of overall experience in Customer Success, Account Management, or a related function.
• Demonstrated experience managing a team accountable for a book of business, including renewal and expansion targets.
• Working knowledge of CS platforms and tooling (e.g., Totango, Gainsight) and CRM systems (e.g., Salesforce).
• Proficiency in using data, dashboards, and health scoring frameworks to manage customer portfolios and drive team actions.
• Strong interpersonal, communication, and relationship-building skills with the ability to engage customer executives.
• Experience operating in a cross-functional, matrixed environment.
• Strong organizational skills with the ability to prioritize across multiple accounts, team members, and competing demands.
• Ability to travel up to 20% of the time.
• Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.

Preferred Qualifications

• Experience in workforce management, customer experience, or enterprise SaaS environments.
• Track record of improving net revenue retention or gross renewal rates within a managed portfolio.
• Familiarity with customer segmentation models and tiered engagement strategies.
• Background in coaching and developing Customer Success professionals.
• Experience driving or contributing to a structured expansion pipeline program (e.g. CSQL or similar qualification-based model).

Benefits

• You've learned about what you'll be doing, here are some of the benefits you'll be getting when you join Calabrio:
• Global team recognized for their passion and innovation
• Innovative product culture and project exposure
• Training and development from industry-leading experts
• Cutting edge benefit programs that include: 401(k) with company matching; medical, dental, and vision insurance; disability and life insurance; flexible PTO; paid holidays and parental leave; tuition reimbursement and more
• We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Base salary will be starting at $85,000.
• Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent
• What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and genuinely excited to come to work!
• Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.
• We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing recruiting3@calabrio.com. An applicant requesting accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.
• Ready for Exponential Career Opportunities? Apply now