Manager of Customer Success

• Manager of Customer Success

About Our Company
WeBox is the leading intelligent marketplace delivering personalized group orders.

WeBox is driven by three core principles: customers first, value the strivers, and build with partners.

Our Mission
Deliver Happiness

Our Vision
By 2032, we will achieve $1 billion in revenue by leveraging technology to become a leading provider of intelligent and sustainable solutions for group orders.

Job Summary
WeBox is seeking an experienced, customer-focused, and results-driven Manager of Customer Success to lead and develop our Customer Success team.

In this role, you will be responsible for managing the Customer Success team, driving accountability toward team and individual goals, and ensuring customers receive a consistently high level of service and support. You will coach and guide team members on the right processes, establish clear expectations, monitor performance and customer outcomes, and step in to support escalations or complex account situations when needed.

You will work closely with Sales, Operations, and other internal teams to strengthen customer retention, grow existing accounts, improve Customer Success processes, and ensure successful execution across the customer lifecycle.

The ideal candidate is a hands-on leader with strong Customer Success or Account Management experience who knows how to coach a team, establish scalable processes, and drive measurable results in a fast-paced, high-growth environment.

Core Responsibilities

• Lead, manage, and develop the Customer Success team, providing ongoing coaching, guidance, and support
• Establish clear team goals, priorities, expectations, and processes to drive consistent execution
• Monitor individual and team performance to ensure Customer Success goals and KPIs are being achieved
• Hold team members accountable for customer retention, account growth, client engagement, and overall customer experience
• Guide Customer Success team members toward the correct processes and best practices for managing customer accounts
• Coach team members on client communication, relationship management, QBRs, account strategy, renewals, retention, and growth opportunities
• Identify performance gaps and provide clear, actionable coaching to improve results
• Develop and improve Customer Success processes, workflows, playbooks, and operating standards as the team scales
• Oversee key customer accounts and provide strategic guidance on complex, high-value, or at-risk accounts
• Proactively identify customer risks, trends, and opportunities using customer and operational data
• Partner with Sales and Operations to ensure a smooth transition from customer acquisition through onboarding and ongoing account management
• Support the team in resolving escalated customer issues and ensure appropriate follow-through
• Drive strategies to improve customer retention, satisfaction, engagement, and account growth
• Ensure the team maintains regular client touchpoints, including virtual meetings, onsite visits, and Quarterly Business Reviews (QBRs)
• Support client networking events, appreciation initiatives, and engagement programs to strengthen customer relationships
• Provide leadership with visibility into Customer Success performance, key risks, customer feedback, and growth opportunities

Key Skills

• Strong people leadership, coaching, and team development skills
• Strong sense of ownership, accountability, and urgency
• Ability to set clear expectations and hold a team accountable for results
• Customer-first mindset with strong relationship-building skills
• Data-driven approach to measuring performance and identifying opportunities
• Strong understanding of customer retention, account management, and account growth
• Ability to develop structured, repeatable Customer Success processes
• Clear and strategic thinker with strong problem-solving skills
• Excellent written and verbal communication skills
• Ability to manage competing priorities in a fast-paced environment
• Comfortable providing direct, constructive feedback and coaching
• Proactive, hands-on leadership style with a willingness to step in when needed
• Ability to collaborate effectively across Sales, Operations, and other business functions
• Adaptable and comfortable building processes in an evolving, high-growth organization

Requirements and Qualifications

• Bachelor’s degree in Business, Marketing, Economics, or a related field
• Masters of relevant degree or MBA preferred
• 5+ years of experience in Customer Success, Account Management, or Client Success role
• 2+ years of experience leading, managing, or coaching a Customer Success or Account Management team
• Demonstrated experience driving customer retention, account growth, or other Customer Success KPIs
• Experience establishing and improving Customer Success processes, workflows, and best practices
• Strong analytical skills with the ability to use data to evaluate team and customer performance
• Proficiency with Excel or Google Sheets
• Strong leadership skills with the ability to coach, motivate, and hold team members accountable
• Ability to manage multiple priorities and stay organized under pressure and tight deadlines
• Strong problem-solving skills and a proactive approach to customer escalations
• Ability to work cross-functionally with Customer Success, Sales, Operations, and other internal teams
• Excellent written and verbal communication skills with a customer-first mindset
• Experience in a startup or high-growth environment preferred

Equal Opportunity Employer
WeBox is an equal-opportunity employer committed to hiring based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Note
This position offers a competitive salary along with great benefits, PTO, and a 401(k) match.

This job description provides a general overview and may not encompass all responsibilities, tasks, or skills required. Additional duties may be assigned to meet the company's evolving needs.

Base salary range: $120,000–$150,000 annually, based on experience, demonstrated Customer Success leadership expertise, and overall qualifications.

If you meet the requirements and are interested in this position, please submit your application.