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• Manager, Customer Success – Commercial & Mid-Enterprise

• 70130, New Orleans , LA, United States

Location: New Orleans, LA
Department: Customer Success
Reports to: Director / Head of Customer Success
Type: Full-Time

Company Overview

At Copado, our mission is to make release days obsolete and drive customer success. As a leading DevOps platform, we empower organizations to manage critical and complex releases at scale, enhance productivity, and ensure business continuity with minimized risk. We are looking for an experienced and strategic Principal Customer Success Manager to join our team and drive success for our largest enterprise customers.

About the Role

We are seeking a Manager, Customer Success to lead and develop a team of Commercial and Mid-Enterprise CSMs responsible for a diverse book of customers ranging from $50K–$250K ARR. This is a critical leadership role focused on operational excellence, adoption, retention, and customer value.

You will coach, mentor, and develop a team of CSMs, ensuring they deliver consistent, high-quality customer experiences while meeting renewal, growth, and engagement targets. This role requires strong leadership, strategic thinking, and the ability to partner cross-functionally with Support, Product, Sales, and Professional Services to drive outcomes at scale.

What You’ll Do

Team Leadership & Development

• Lead, coach, and develop a team of Commercial and Mid-Enterprise CSMs, driving performance, accountability, and career growth.

• Establish operating rhythms, playbooks, and best practices to ensure consistency across the entire customer lifecycle.

• Create a culture of proactive communication, customer advocacy, operational excellence, and continuous improvement.

• Conduct regular 1:1s, performance reviews, and skills development sessions with direct reports.

Customer Outcomes & Value Realization

• Ensure customers across the Commercial and Mid-Enterprise segment achieve time-to-value, strong adoption, and measurable business outcomes.

• Oversee execution of onboarding, adoption, and success plans tailored to segment-specific needs.

• Support CSMs in resolving complex customer situations, navigating escalations, or accelerating value realization.

Retention & Expansion Ownership

• Manage team-level targets for Gross Retention (GRR) and Net Revenue Retention (NRR).

• Review and forecast upcoming renewals, risk signals, and expansion opportunities.

• Partner with Sales leadership to drive coordinated account growth strategies and territory planning.

Operational Excellence

• Own customer health scoring frameworks, reporting, and segment insights for the Commercial and Mid-Enterprise book.

• Build scalable strategies to manage a high-volume account segment while improving efficiency and customer experience.

• Lead initiatives to improve onboarding processes, risk management programs, renewal workflows, and customer communications.

• Partner with RevOps and CS Ops to enhance tooling, data visibility, and operational workflows.

Cross-functional Leadership

• Serve as the liaison between Customer Success and Support, Product, Engineering, and Sales for your customer segment.

• Bubble up customer insights to influence roadmap, product improvements, and customer programs.

• Collaborate with Professional Services on capacity planning, implementation support, and enablement programs.

• Participate in leadership discussions to shape CS strategy, KPIs, and long-term vision.

What We’re Looking For

Required

• 10 + years of experience in Customer Success

• 2+ years managing or leading a team of CSMs or customer-facing roles.

• Proven success driving retention, expansion, and customer value in a high-volume or mid-market segment.

• Understanding of DevOps workflows, CI/CD pipelines, release management, or cloud-native tooling.

• Strong leadership presence and ability to motivate, coach, and inspire teams.

• Excellent communication and stakeholder management skills across technical and non-technical audiences.

• Experience building or refining scalable processes in a growing SaaS organization.

Preferred

• Experience managing Commercial/Mid-Market account books and scaled CSM motions.

• Background with DevOps tools such as Copado, GitHub, GitLab, Jenkins, Azure DevOps, etc. are a plus

• Exposure to customer health models, CS Ops tooling, or lifecycle reporting.

• Certifications in DevOps, Agile/Scrum

Benefits
Copado offers a comprehensive benefits package, which includes:

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• 401(k) Plan

• Paid Time Off

• Wellness Perks

Copado is Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.