Customer Success Manager

• Serve as an escalation point for critical customer issues and business challenges.

• Ensure customers are achieving measurable business outcomes and realizing value from TeamViewers solutions.

• Partner with Sales leadership to support renewals, growth initiatives, and customer lifecycle management.

• Collaborate with Support, Professional Services, Product, and Operations teams to improve customer experience.

• Act as the voice of the customer by providing actionable feedback to internal stakeholders.

• Drive alignment across departments to resolve customer challenges and improve customer outcomes.

• Establish and optimize customer success processes, playbooks, and best practices.

• Leverage customer health data, usage analytics, and customer feedback to drive decision-making.

• Forecast customer retention and manage business risks proactively.

• Ensure accurate account documentation and CRM hygiene.

• Communicate business performance, customer trends, risks, and opportunities to senior leadership.

• Develop dashboards and reports measuring team effectiveness and customer outcomes.

• Present customer success strategies and business reviews to executive stakeholders.

Required Skills and Qualifications

• Bachelors degree in business, Technology, Management, or a related field; DEX experience preferred.

• 7+ years of experience in Customer Success, Account Management, Consulting, or related customer-facing roles.

• 3+ years of people management experience leading Customer Success or Account Management teams.

• Experience managing enterprise and strategic customer relationships within a SaaS or technology company.

• Demonstrated success driving customer retention, adoption, and revenue growth.

• Proven ability to lead, motivate, and develop high-performing teams.

• Strong coaching and mentoring capabilities.

• Experience managing through change and driving organizational initiatives.

• Excellent executive presence and stakeholder management skills.

• Deep understanding of customer lifecycle management and customer success methodologies.

• Ability to identify business risks and develop mitigation strategies.

• Strong strategic thinking and problem-solving skills.

• Experience conducting Executive Business Reviews (EBRs) and value realization discussions.

• Experience with CRM platforms (Salesforce preferred).

• Familiarity with Customer Success platforms such as Gainsight, Totango, ChurnZero, or similar.

• Ability to analyze customer usage, health scores, and business performance metrics.

• Strong presentation and communication skills.

• Experience supporting enterprise software, SaaS, digital workplace, remote connectivity, or IT operations solutions.

• Knowledge of customer adoption frameworks and change management principles.

• Experience leading globally distributed teams.

Why This Role Matters

The Manager, Customer Success - Enterprise Accounts plays a pivotal role in ensuring TeamViewers most strategic customers achieve measurable business value. By developing talented customer success professionals, strengthening customer relationships, and driving adoption and retention outcomes, this leader directly contributes to long-term customer loyalty, revenue growth, and TeamViewers continued success in the enterprise market.