Manager of Customer Success

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set the standard in compliance solutions, our vision extends far beyond training—we aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.

With world-class customer reviews—boasting a 96% rating on G2 from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance training—we are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done.

About the Role:

We’re looking for a Customer Success Manager Lead to oversee a team of talented CSMs and ensure our customers achieve measurable value from our platform. You’ll manage day-to-day operations, guide your team through renewals and expansions, and help refine our Customer Success processes as we scale.

This role is perfect for someone who loves balancing strategy with hands-on coaching, thrives in dynamic environments, and takes pride in building high-performing, customer-centric teams.

What You’ll Do:

• Lead and manage the daily operations of a Customer Success team of 5–6 CSMs, ensuring strong performance and engagement.

• Coach and develop team members on Customer Success fundamentals, renewal mechanics, and account management best practices.

• Oversee renewal and expansion opportunities, supporting CSMs in driving growth and minimizing churn.

• Manage customer escalations with a calm, solutions-oriented approach, ensuring quick resolution and positive outcomes.

• Maintain forecasting accuracy, providing visibility into renewal pipelines and potential risks.

• Ensure process adoption across the team, reinforcing operational consistency and data hygiene within our CRM.

• Partner cross-functionally with Sales, Product, and Marketing to drive alignment on customer needs and outcomes.

Who You Are:

• An experienced people manager with a track record of developing high-performing teams.

• Skilled in renewal and expansion strategy, with a strong understanding of renewal mechanics and customer lifecycle management.

• Passionate about coaching, giving actionable feedback, and celebrating wins.

• Highly organized and disciplined when it comes to forecasting and CRM hygiene (HubSpot experience preferred).

• Adept at refining early-stage processes and helping teams adapt to evolving Customer Success models.

• Comfortable in fast-paced, high-volume environments, with experience supporting pooled or one-to-many customer motions.

• Experienced in SaaS Customer Success, managing teams of similar size, and overseeing renewals and CRM-based forecasting.

What to Expect:

The interview process at EasyLlama takes about 3 weeks and may include cross-functional stakeholders of the role. Here's what the interview process looks like:

• Recruiter Screen

• Hiring Manager Interview

• Peer Interview

• CEO Meet and Greet

How We'll Take Care of You:

• $108,000 to $147,000

• Flexible, fully remote environment

• 4 Weeks PTO - Recharging is essential. We respect your time off and encourage it.

• Competitive employer-sponsored health insurances

• 401(k) + company matching

• Professional development reimbursements

• Quarterly remote work stipend

The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states:

AR - Arkansas

AZ - Arizona
CA - California
CO - Colorado
FL - Florida
IL - Illinois

LA - Louisiana
MA - Massachusetts
MN - Minnesota
NE - Nebraska
NJ - New Jersey
NY - New York
NC - North Carolina
OH - Ohio
PA - Pennsylvania
TN - Tennessee
TX - Texas
UT - Utah
VA - Virginia
WA - Washington
WI - Wisconsin

*EasyLlama reserves the right to change the list of approved states at anytime.

To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection!

At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.