Customer Success Platform Manager

Role

As a Customer Success Platform Manager on the Client Success Team, you will own the evolution, adoption, and optimization of the company’s Customer Success (CS) platforms and processes. You will collaborate with leadership and cross-functional partners to define goals, implement process improvements, and champion AI integrations that scale CS operations and improve customer outcomes.

Key Responsibilities

• Develop and execute a comprehensive plan for evolving CS platforms and processes, including AI application and integration.
• Define tool goals with cross-functional partners, establish milestones, align on success criteria, and implement process improvements for current and future tool usage.
• Deliver programmatic, high-impact experiences to internal and external stakeholders; scale CS operations through automation and AI-powered workflows.
• Drive and manage customer playbook strategy and execution to ensure consistent adoption and usage.
• Build client touchpoints across the customer lifecycle and provide success metrics and readouts.
• Lead change initiatives and project management related to systems adoption.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree and/or 5 years of equivalent experience managing technology platforms and solutions.
• Experience with Totango and Salesforce highly preferred; familiarity with CRM tools and alignment of program activities to business objectives.
• Strong verbal and written communication skills for collaboration with diverse teams and stakeholders.
• Ability to influence, lead, and motivate cross-functional teams toward common goals.
• Experience with project management methodologies and tools.
• Ability to analyze complex issues and find practical solutions independently.
• Experience developing and scaling AI business solutions and integrations (including vibe coding AI tools) is a plus.
• Comfortable working in a dynamic, fast-paced environment and adapting to changing priorities.

Benefits

• Medical, dental, and vision insurance
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Telehealth
• 401(k) with match
• Life and AD&D insurance
• Short-term and long-term disability
• Flexible Time Off (FTO) or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee referral program
• Education reimbursement program
• Employee recognition and appreciation program
• Additional perks and voluntary benefit programs

Compensation

• Expected hiring salary: $109,500.00 - $138,500.00 (eligible for incentive compensation plan)