The Manager of Customer Success (Segment Leader) is accountable for leading a team driving customer adoption, value realization, retention, and operational excellence across a defined customer segment. This role leads a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), providing day-to-day coaching, technical guidance, and strategic direction to ensure team performance and customer outcomes. Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows. Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment. Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities. Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations. Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support. Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics. Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach. Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations. Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle. Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.