Customer Success Manager
Company Overview:
Virtua Solutions Outsourcing is a leading partner for high-growth SaaS companies and global technology innovators. We specialize in providing top-tier talent and strategic support to industry-leading providers of document software development (SDK) technology. Our clients power document management solutions for global names and are backed by premier private investment firms.
At Virtua, we foster an atmosphere of opportunity, growth, and success. We are looking for a talented and execution-focused Customer Success Manager to join our team, specifically supporting a key account in the global document productivity space. This role is perfect for a professional who thrives in a fast-paced, data-driven environment and is passionate about delivering exceptional customer outcomes.
Position Overview:
As a Customer Success Manager, you will play a vital role in leading and scaling a global high-volume renewal organization. You will be responsible for overseeing day-to-day operations, people leadership, forecasting, process execution, and cross-functional alignment to ensure strong renewal performance, customer experience, and operational efficiency across a fast-paced global business. The ideal candidate brings proven experience managing large, high-volume customer facing teams in a global environment and is highly operational, data-driven, and execution focused.
Key Responsibilities
- Leadership & Team Management
- Lead and develop a global Customer Success renewals team of 10–15 employees supporting a high-volume renewals business and multi-million-dollar revenue stream.
- Provide coaching, mentorship, and performance management.
- Manage team capacity, workload balancing, and territory/account allocation.
- Foster a high-performance, accountability-driven culture focused on execution and customer outcomes.
- Partner with leadership on hiring, onboarding, workforce planning, and organizational scaling initiatives.
- Operational Execution
- Oversee execution of the end-to-end renewal process for high-volume accounts.
- Ensure adherence to renewal workflows, forecasting standards, and escalation processes.
- Monitor and drive KPI attainment, including renewal rate, on-time renewals, outreach activity, pipeline hygiene, and forecast accuracy.
- Drive operational rigor across Salesforce, Planhat, automation tools, reporting, and customer engagement workflows.
- Identify risks across accounts and implement scalable SAVE plays.
- Forecasting & Business Management
- Own forecasting cadence and reporting accuracy.
- Review pipeline health regularly to ensure opportunities progress appropriately through the funnel.
- Monitor renewal trends, churn drivers, and at-risk accounts to drive early SAVE motions and escalations.
- Present business updates, performance metrics, and operational insights to Customer Success leadership.
- Leadership & Operational Experience
- Experience partnering cross-functionally with Sales, Finance, Operations, Product, and Customer Success
- Proven ability to manage operational escalations, complex customer situations, and renewal risk alignment.
- Experience supporting global scaling initiatives, process improvement, and operational efficiency programs.
- Strong understanding of digital engagement strategies, forecasting processes, and customer retention motions.
- Ability to drive operational consistency, accountability, and customer experience across high-volume environments.
- Experience balancing customer-centric decision making with revenue and business objectives.
Required Qualifications
- 3–5+ years managing large, high-volume customer-facing teams in a global environment.
- Proven experience leading renewal, customer success, account management, or operations teams managing millions in ARR across thousands of customer contracts annually.
- Strong operational and analytical experience managing KPIs, forecasting, pipeline execution, and SLA performance at scale.
- Experience partnering cross-functionally with Sales, Finance, Operations, and Executive Leadership.
- Strong coaching, leadership, and performance management capabilities.
- Experience with Salesforce and Customer Success platforms preferred.
- Ability to thrive in a fast-paced, evolving, high-growth environment.
