Manager, Customer Success

Who We Are: WellSaid Labs 

WellSaid is the leading AI voice company for enterprise and professional applications. Using carefully sourced voice talent and our own AI advanced platform, WellSaid provides ultra-realistic voices that the world’s biggest brands trust to engage listeners. We build AI responsibly and ethically.

Who You Are: A People-First Manager of CS with a Track Record of Success

At WellSaid, Customer Success Managers drive long-term success and adoption by serving as trusted advisors to our customers. As a Manager of Customer Success, you will lead a small team of CSMs, ensuring they are empowered to deliver exceptional customer experiences, drive retention initiatives, and support revenue growth. You will act as a mentor and strategist, overseeing customer success operations and ensuring best practices are implemented to enhance customer satisfaction and business outcomes.

How You’ll Contribute:  

As a Manager of Customer Success, you will play a pivotal role in shaping and executing our customer success strategy. You will provide coaching, guidance, and strategic direction to our CS team, while ensuring our customers achieve maximum value from WellSaid.

In your day-to-day, you will: 

• Lead, mentor, and develop a team of CSMs, fostering a high-performance culture and continuous professional growth
• Define and implement scalable customer success strategies and best practices to drive retention, adoption, and expansion
• Monitor key customer health metrics, proactively identifying and mitigating churn risks while identifying growth opportunities
• Manage Net Revenue Retention (NRR) and report key NRR metrics to the VP of Customer Experience
• Take ownership of customer escalations, ensuring timely resolution and customer satisfaction
• Implement and oversee call coaching to improve CSM effectiveness and customer interactions
• Drive cross-functional collaboration with Sales, Product, and Marketing teams to ensure customer feedback informs product enhancements and go-to-market strategies
• Establish and refine processes for onboarding, engagement, and renewal strategies
• Ensure a data-driven approach by tracking team performance and customer success metrics to measure effectiveness and optimize processes
• Be a champion for the customer by advocating for their needs internally and ensuring they receive exceptional support and service
• Support strategic accounts directly, providing executive-level guidance and intervention when needed
• Enhance team capabilities through training, enablement, and process improvements that align with company goals
  
  

What We’re Looking For 

To thrive in this role, you should be an experienced leader who has successfully coached and developed Customer Success teams while maintaining strong customer relationships. You should be able to implement effective strategies to drive retention, upsell, and cross-sell opportunities while fostering a customer-centric culture.

 You also have some combination of the following:

• 4+ years of experience in Customer Success, with at least 1+ year in a leadership or team management role at a SaaS company
• Proven ability to coach, mentor, and develop customer success professionals
• Experience working in fast-paced or startup environments, with a strong ability to drive structure and scalability
• Strong data-driven decision-making skills, with experience analyzing customer success metrics
• Proficiency with SaaS applications, customer success platforms, and CRM tools
• Excellent communication, stakeholder management, and problem-solving skills
• Ability to create and refine structured processes in ambiguous or evolving environments
• Passion for technology and a strong customer-first mindset
• Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Services) to align on customer needs

To join our team you also:

• Must be a U.S. Citizen or Permanent Resident
• Must pass a pre-employment background check 
  
  

What We Offer 

WSL is proud to support an inclusive work environment that emphasizes each team member’s personal and professional growth. Our team is fully distributed throughout the U.S., and we support flexible schedules - work where and when you work best. You’ll have teammates just a Slack message or video call away if you ever need help solving an exciting challenge, or even if you just have a funny story to tell.

Other perks and benefits: 

• Competitive salary and stock options
• Full medical, dental, and vision insurance
• Matching 401(k) plan
• Generous vacation policy/paid time off
• Parental leave
• Learning & development stipend
• Home office stipend
  
  

What to Expect From Us 

We strongly encourage you to apply! If we feel your skills, experience, and values match, we’ll reach out about meeting with the team. 

During the interview stage, you can expect:

• An intro call with our recruiting team (30 minutes)
• An interview with the hiring manager (30 minutes); if there’s a match we’ll move forward with a case-study take-home.
• An Interview loop with 4 interviews (30-60 minutes each) with the team members you will be potentially working with 

All interviews will be remote via Google Meet; we are happy to make accommodations you might need to feel set up for success in our process. 

WellSaid Labs is honored to be an equal opportunity workplace. We realize that by bringing together teams rich in diverse thoughts and experiences, our people, company, and customers are free to flourish. We are committed to providing equal employment opportunities regardless of race, color, national origin, religion, creed, genetic information, sex (including pregnancy, sexual orientation or gender identity), age, marital status, disability, military or veteran status; or any other protected classifications or characteristics under applicable local laws.