Customer Success Manager

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The Customer Success Manager is responsible for partnering with customers to support transforming companies and embed social and emotional intelligence learning into these organizations in a deeply impactful way. To support this goal, the Customer Success Manager will work closely with customers to build deep and collaborative relationships to determine the best strategy to support them to reach their goals while growing our SIY Global impact.

This role is responsible for all aspects of customer success and program management and includes revenue/margin responsibilities and delivering on SIY Global Customer Success success metrics. We are seeking individuals who are continuous learners, who love to be engaged with cutting edge work in mindfulness and emotional intelligence, and who like to roll up their sleeves and get strategic with creative and collaborative solutions.


Our Organization

We are looking for new team members to help us increase our impact and bring to life our vision of a more peaceful world in which all people feel connected and act with compassion, starting with more human(e) work cultures, including our own.

SIY Global brings world-class programs in social and emotional skills to organizations that want to build more engaged, connected, and high-performing workplaces where both people and business can flourish.

With over 13 years of experience, a global network of over 600 certified teachers, and more than 200,000 participants in over 50 countries, our evidence-based, transformational, learning experiences teach the skills needed to create organizations where people can thrive.


General Job Summary

The Customer Success Manager is part of the Customer Success Management Team and is responsible for ensuring a delightful and successful customer journey while also scaling and growing our customer accounts. Our customers are multinational companies that engage with SIY Global products and solutions at scale to accelerate meeting corporate goals and objectives.

The Customer Success Manager is responsible for ongoing relationships with customers, ensuring the successful delivery and adoption of SIY solutions. As part of this role, the Customer Success Manager seeks to understand the customers’ business needs, desired outcomes, and works with the customers to map out their customer success journey, ensuring that SIY solutions continue to be successful and create long term impact. The Customer Success Manager is also responsible for working closely with the Program Management team to execute outstanding SIY programs.


Key Responsibilities

The Customer Success Manager owns a portfolio of 15 to 20 customers and manages day-to-day relationships with these customers, actively participating in retaining customer relationships and scaling engagements and impact. This includes offering support and consultation throughout the life of the relationship and working with our Program Management team to execute outstanding programs. For example:

    • Listening and seeking to understand customers and their needs: The Customer Success Manager listens to understand the customers and their needs. This includes learning about the customers’ work, business needs, goals, and visions at the implementation stage of the engagement, and regularly meeting with the customers for feedback and planning, showing the customers that their needs have been heard and are being strategically addressed.
    • Planning and strategic problem solving: The Customer Success Manager works with customers to create roadmaps/plans, setting expectations for successful outcomes, and anticipating challenges and how to address them. They consult and guide customers, presenting best practices and new strategic ideas for how to deliver SIY Global solutions. The Customer Success Manager has a natural curiosity for data and workplace trends, bringing external insights to the Customer Success by continuously creating and sharing topical resources and content. Whenever challenges arise, the Customer Success Manager serves as a skilled and trusted advisor to customers, helping them address these challenges to ensure successful outcomes.
    • Representing the customer: The Customer Success Manager represents the voice of the customer, analyzing the customer’s data and seeking opportunities to showcase results/value-added from the SIY Global solutions through regular debriefs with the customers. This includes working cross-functionally at SIY Global and managing internal customer databases. They also create customer case studies and share key insights with the SIY Global community.
    • Building and growing relationship with the customer: Working with complex, matrixed environments that include multiple stakeholders from all levels of management and leadership (ie: HR, L&D, senior leadership, etc.), internal champions, and internally certified trainers, the Customer Success Manager builds strategic relationships and maintains stakeholder alignment through continuous engagement and consistently showing value that activates renewals, expansions, and referrals. This is evaluated by an increase in programmatic revenue, strategic account meetings and meeting the mutual goals of SIY Global & the customer.
    • Program management: The Customer Success Manager works closely with the SIY Global Program Management team and internal technology systems to manage the required processes for their customer programs and is responsible for a successful program implementation.


Position Outcomes

The Customer Success Manager’s impact will be growing long-term program opportunities with key customers by building strong long-term strategic relationships. This includes building internal adoption of SIY programs/training through program licensing while supporting customers to see ROI through customer success metrics and NPS/referenceability.



    • Experience in managing and growing customer accounts
    • A background in sales and marketing
    • Direct experience with CRM and program management technologies such as Hubspot, Asana, Jira, & Google Suite


Skills & Knowledge

    • Strong communication skills, both written and oral: Ability to embody our mission while communicating with customers
    • Relationship building: strong social and emotional intelligence skills that they can leverage to build strong, trusted, and long-term partnerships
    • Customer-focused & strategic mindset: the ability to understand and prioritize the needs and concerns of customers
    • Growth and expansion orientation: regularly working with partners to find new strategic ways to increase our impact and meet target revenue goals.
    • Problem-solving skills: identify and resolve issues that may arise in a timely and effective manner
    • Project management skills: the ability to manage multiple accounts, projects, and priorities simultaneously
    • Knowledge of the industry: understanding and experience in the world of mindfulness and emotional intelligence in the corporate space
    • Presentation and facilitation skills: experience presenting to customers and mindfully facilitating business meetings virtually and sometimes in-person
    • Invested and collaborative team member
    • Comfortable working across technology platforms and self learning/adapting to new technologies


Physical Demands

This is largely a stationary role, with most responsibilities performed through a computer. This role requires:

    • Strong communication skills, both written and oral: Ability to embody our mission while communicating with customers
    • Regular oral communication with customers, participants, teachers, and coworkers, both in-person and through video calls
    • Remaining stationary, on camera, and at a computer for multiple hours a day
    • Reading and responding to email and other written communication
    • No heavy lifting is expected, although occasional exertion to organize and manage supplies related to events (binders, books, etc) may be required



Job Classification: Exempt, full-time

Anticipated start date: ASAP

Location: At this time, we are seeking U.S. based candidates. Our organization is headquartered in San Francisco, California, but coming into the office is optional and we welcome remote employees! There is occasional travel for team off-sites and customer meetings and programs. Employees are expected to work at least a 5-hour overlap with standard Pacific Time Zone business hours.

Salary and benefits: SIY Global offers a competitive salary and benefits package (including: open vacation policy; 100% employer paid healthcare premiums; dental, vision, and life insurance; 401(k); FSA), along with an opportunity for equity in the new organization. The starting annualized full-time salary for this role is: $75,000-$85,000. Specific salary dependent on experience level.

Reports to: Director of Customer Success


Uncertain if you meet 100% of our qualifications? If you believe that you could shine in this role, we encourage you to apply. We are committed to considering a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you’re new to this field, returning to work after a gap in employment, looking to transition, or take the next step in your career path, we’d love to have you apply!

If this sounds like a great fit for you, please submit your resume and cover letter. Thank you for your interest and we are very excited to get the opportunity to speak with you!