Manager, Client Success

Position: Manager, Client Success Reports To: Senior Director, Client Success Department: Client Success Location: Remote, US (Eastern Time Zone) Work Authorization: US Citizenship Required BlueVoyant is seeking an experienced, player-coach Manager, Client Success to lead a team of 5–10 Client Success Managers (CSMs) within an assigned territory.

This fully remote role will drive customer retention, satisfaction, and expansion across your portfolio, while fostering cross-functional collaboration to ensure customers achieve maximum value from BlueVoyant ’s platform and solutions.

Your impact will directly influence Net Revenue Retention (NRR), Gross Retention Rate (GRR), and customer satisfaction, as you scale best practices globally and tailor them to your territory’s unique market dynamics. What You’ll Do: Lead, mentor, and grow a high-performing team of 5–10 Client Success Managers (CSMs).

Conduct regular 1:1s, performance reviews, and training plan reviews. Own new CSM onboarding, including documenting 30/60/90-day plans and conducting reviews. Track CSM utilization and bandwidth to ensure balanced, tier-appropriate account coverage. Act as hiring manager for open roles within the team.

Foster a culture of accountability, customer-centricity, and data-driven decision-making. Develop CSMs as trusted advisors with deep knowledge of each customer’s cyber program goals and tailored account plans that drive long-term partnership. Design and execute territory-specific strategies for adoption and retention.

Directly manage a portfolio of customer accounts, with an emphasis on Strategic and Tier 1 accounts. Partner with Sales on account planning, growth opportunities, and churn mitigation. Monitor customer health metrics (risk, adoption, CSAT) and proactively report and address portfolio risk.

Lead retention and churn-prevention efforts for the team, including playbooks and churn war rooms, to ensure customers are on target for renewal. Ensure a consistent customer opera