M2M2 — Manager II
Customer Success Manager (Mid-level Manager)
Leads a larger team or multiple small teams of CSMs. Customer scope typically includes mid-tier or several key accounts.
What this level means
Manages an established team or sub-function; owns planning and performance for the group.
- Scope
- An established team or sub-function
- Autonomy
- Owns planning for the group
- Complexity
- Cross-project coordination and priorities
- Impact
- Group delivery and development
- Decision rights
- Owns staffing, priorities, performance for the group
- Leadership
- Manages a team; sometimes manages leads
- Typical experience
- 5–8 yrs
What you'd do
- Handles more complex customer requirements and escalations.
- Sets team procedures and adjusts customer engagement frequency.
- Interfaces with broader stakeholders.
- Lead a team of customer success managers.
- Manage complex customer requirements and escalations.
- Develop and implement team procedures.
Skills, knowledge & tools
- Strategic planning
- Cross-functional communication
- Complex problem-solving
- Team management
- Stakeholder engagement
- Adaptability
- Negotiation
- Customer relationship management
- Advanced customer success strategies
- Life sciences industry trends
- Cross-functional team dynamics
- Strategic account management
- Escalation management
- Tactical and strategic elements
- Cross-functional collaboration
What good looks like
- Bachelor’s degree in Life Sciences, Engineering, Pharmacy, or Business
- Advanced degree or professional certifications preferred
- Experience in managing customer success teams
Common titles
Manager, Life SciencesLife Sciences ManagerCustomer Success Manager
Where it sits & what it pays
O*NET / SOC: 43-0000 — Office & Administrative Support Occupations(inferred · under review)
Market-pay benchmarks for this family × level are coming — JobFrame anchors pay to the family/level structure rather than the raw title.