Manager, Customer Success - Teamed Model and Escalations

Overview

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Litmos develops eLearning solutions for top-performing companies. An established leader since 2007, Litmos offers an easy-to-use LMS platform, a comprehensive learning content library, services to support success, and integrations with top workflow tools. Thousands of companies trust Litmos to create, curate, and connect learning to employees, customers, and partners. The solutions are used by more than 30 million people in 150 countries, across 35 languages. Find more information at

Responsibilities

• Lead and coach a team of CSMs in the Teamed Model, ensuring they deliver timely, high-quality engagements for all customers in their segment.
  
• Manage daily workloads, prioritization, and distribution of proactive and reactive Customer Success Platform CTAs.
  
• Partner closely with Customer Success leadership to align on strategic priorities, ensure KPI achievement, and support ongoing operational excellence.
  
• Drive successful attainment of Teamed CS KPIs, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), SLA adherence, CSAT, and CSQL goals.
  
• Provide regular feedback, career development support, and performance reviews.
  
• Serve as a player-coach, maintaining a limited number of direct customer engagements to remain hands-on and support key relationships.
  

Customer Escalation and Retention

• Serve as the primary escalation point for complex or high-priority customer issues.
  
• Partner with the Renewals team to develop and execute "save plays" that protect revenue at risk.
  
• Work directly with customers when needed to resolve challenges, reinforce value, and maintain relationships.
  

Operational Excellence

• Oversee triage processes to ensure all CTAs (Standard, Adoption & Intervention, and Case-driven) are acted on within SLAs.
  
• Identify and remove operational blockers to improve customer response times and satisfaction.
  
• Maintain clear documentation of escalation procedures and playbooks for consistent execution.
  

Cross-Functional Collaboration

• Partner with Support, Sales, Product, and Professional Services to coordinate solutions for customer needs.
  
• Collaborate with Digital Customer Success to ensure coordinated, scalable engagement strategies across customer segments.
  
• Communicate recurring customer themes and feedback to Product for roadmap consideration.
  
• Collaborate with Sales to identify and support expansion opportunities uncovered by the Teamed Model CSMs.
  

Data and Reporting

• Track team performance against operational metrics such as time to resolution, CSAT, and retention.
  
• Provide leadership with regular reporting on customer health, trends, and risk areas.
  
• Use data to drive process improvements and resource allocation decisions.
  

What You Bring

• 5+ years in Customer Success, Sales, or a related customer-facing role, with at least 1 year of leadership or team management experience.
  
• Strong background in managing customer escalations and retention strategies.
  
• Proven ability to work effectively in a matrixed, cross-functional environment.
  
• Skilled in prioritization, delegation, and operational oversight for pooled teams.
  
• Experience using Customer Success Platforms (e.g., Gainsight, Planhat) and CRM tools (e.g., Salesforce).
  
• Excellent written and verbal communication skills with an ability to present to customers and executives.
  
• Strong team player who thrives in a collaborative environment.
  
• Ability to support transformation initiatives and drive change management with empathy and clarity.
  

Success in This Role Looks Like

• Consistent execution of the Teamed Model with high adherence to SLAs
  
• Reduced escalation resolution times and improved customer satisfaction.
  
• Strong collaboration between CSMs, Digital CS, and cross-functional partners leading to better customer outcomes.
  
• Measurable retention improvements (GRR/NRR) within the segment.
  

Salary

115k - 130k base plus 20% bonus

Benefits

• Health, dental, and vision insurance
  
• Paid Time Off
  
• Retirement savings plan (401k) with company match
  
• Life insurance
  
• Short term & Long-term Disability
  
• Paid family leave
  
• Employee assistance programs (EAP)
  

As a learning company we believe in the potential of everyone; if you don\'t have experience in all the details mentioned in this job post, then we still encourage you to apply and we\'ll get back to you as soon as we can.

We are an equal opportunity workplace employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. Applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Job details

• Seniority level: Mid-Senior level
  
• Employment type: Full-time
  
• Job function: Other
  
• Industries: Software Development
  

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