RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users. RSA specializes in empowering security-first organizations in financial services, healthcare, energy, technology services, and other industries to thrive in a digital world, delivering complete capabilities for modern authentication, access, lifecycle management, and identity governance. Whether in the cloud or on-premises, RSA connects people with the digital resources they depend on everywhere they live, work, and play.A Customer Success Manager Leader plays a critical role in driving customer value at scale by leading a team of Customer Success Managers. This role is responsible for translating customer success strategy into execution, connecting RSA adoption to each customer’s business outcomes, and ensuring consistent retention, adoption, and expansion performance across the customer base.The CSM Manager Leader partners closely with Sales, Product, Services, and Support leadership to build a high-performing team, establish operating rhythms, and create repeatable practices that reduce dependency on senior leadership while improving renewals, adoption, and customer satisfaction.Principal Responsibilities:Team Leadership & CoachingLead, coach, and develop a team of Customer Success Managers to drive high performance and accountability.Establish a strong coaching culture focused on customer-business curiosity, proactive engagement, and continuous improvement.Conduct regular performance reviews, skill development plans, and talent calibration.Customer Success Strategy & ExecutionTranslate organizational strategy into clear team-level operating models, playbooks, and KPIs that connect customer value to business outcomes.Ensure consistent execution of customer lifecycle management, including onboarding, adoption, value realization, and renewal.Move comfortably between account-level detail and executive-level patterns, risks, and recommendations.Operational ExcellenceDefine and implement operating rhythms (QBRs, account reviews, pipeline health checks, escalation reviews).Monitor and manage key success metrics such as adoption, utilization, health scores, churn risk, and renewals.Build and scale repeatable playbooks for onboarding, adoption acceleration, risk mitigation, and value realization.Customer Outcomes OwnershipOwn team-level performance across: Adoption & utilization; Customer health; Renewals and retention; Escalation management.Ensure proactive identification and management of at-risk accounts with clear action plans grounded in the customer’s business context.Cross-functional CollaborationPartner with Sales leadership to align on account strategy, renewals, and expansion opportunities.Work closely with Product and Engineering to represent customer feedback and influence roadmap priorities.Align with Support and Services teams to ensure seamless customer experience.Executive EngagementBuild and maintain relationships with senior customer stakeholders by understanding what they are trying to accomplish as a business.Support executive-level business reviews and strategic account discussions with clear insight, not just status updates.Act as an escalation point for critical customer situations.Change Leadership & TransformationThis is an evolving motion for RSA; the leader must be a hands-on builder who can create structure, model the customer engagement motion, and operate with limited dependency on senior leadership.Drive adoption of new processes, tools, and frameworks by leading from the front and coaching the team through real customer situations.Foster resilience and adaptability during periods of change.Required Skills & Qualifications7+ years of experience in customer success, account management, or related post-sales roles2+ years of people management experience leading customer-facing teamsProven ability to drive measurable outcomes (adoption, renewals, customer satisfaction)Strong leadership presence with the ability to influence cross-functional stakeholders and model the right customer engagement behaviorsExcellent communication skills with experience engaging executive audiencesData-driven mindset with experience leveraging dashboards, KPIs, and reportingStrong program management and operationalization capabilitiesExperience in cyber security, SaaS, or enterprise technology environmentsCSM Manager Must-Have CapabilitiesStrong coaching mindset with the curiosity to understand each customer’s business, not just product usageAbility to translate strategy into operating rhythms, KPIs, and playbooksExecutive communication and Sales partnership maturityBuilder-owner profile with change leadership experience and the ability to take pressure off senior leaders by operationalizing new motions.Full-time, non-Sales US employees are also eligible for annual discretionary bonuses that are funded based on prior year company performance. RSA Sales team members are eligible to participate in company commission plans.In addition, RSA offers its eligible US employees a comprehensive array of benefit programs including flexible paid-time-off, health, disability, and life insurance, and a 401(k) retirement plan with company matching contributions.Pay Range (On-Target-Earnings) $129,080- $215,110
9 days ago