M2M2 — Manager II
Sales - Customer Success Manager (M2)
A strategic, hands-on leader responsible for guiding a team of Customer Success professionals and scaling the customer success function.
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
- Supervise, coach, and develop a team of Customer Success Managers or Specialists
- Monitor key customer success metrics
- Guide the team in conducting business reviews with major accounts
- Develop strategies to enhance customer satisfaction
- Ensure alignment of customer success strategies with company goals
- Facilitate communication between customer success teams and other departments
- Identify opportunities for process improvements
- Oversee customer onboarding and retention strategies
- Manage escalations and complex customer issues
- Drive initiatives to improve customer engagement
- Guide team in customer success strategies
- Monitor and report on success metrics
- Conduct business reviews with major accounts
Skills, knowledge & tools
- Leadership
- Coaching
- Strategic planning
- Communication
- Customer engagement
- Metrics analysis
- Process improvement
- Conflict resolution
- Customer success strategies
- Team leadership
- Metrics and KPIs
- Strategic alignment
- Process optimization
- Customer experience management
- Business reviews
- Cross-departmental communication
- Leadership and coaching ability
- Exceptional communication
- Strategic Thinking
- Team management
- Customer Relationship Management
- Analytical skills
- Problem-solving
- Cross-functional collaboration
What good looks like
- Bachelor’s degree in Business, Marketing, or a related field
- 5–8+ years in customer-facing roles
- MBA or advanced degree preferred
- Certifications in project management or Customer Success
Common titles
Manager, Sales - Customer SuccessSales - Customer Success ManagerSales - Customer Success Manager (M2)
Where it sits & what it pays
O*NET / SOC: 41-0000 — Sales & Related 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.