Manager, Strategic Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Assemble, lead, and nurture a team of Strategic Customer Success Managers (CSMs), establishing a high standard for consultative engagement, account wellness, and quantifiable results, while actively enhancing your team's capabilities to achieve this standard.

• Design and oversee a high-touch success program for Superhuman's most critical accounts, creating frameworks, playbooks, and engagement strategies that set accurate customer expectations of Superhuman's capabilities, ensuring your team meets these expectations.

• Transform your CSMs into authentic consultative partners by coaching them in change management, setting realistic expectations, and assisting customers in reimagining their workflows across a diverse product suite.

• Establish and sustain executive relationships with key strategic accounts, acting as the escalation contact and senior thought partner during high-stakes situations.

• Identify and define essential metrics for multi-product adoption, net revenue retention, and health scores, while developing operating rhythms and accountability frameworks to monitor and enhance these metrics across the portfolio.

• Serve as the primary advocate for the needs of strategic customers regarding the product, collating your team's account-level insights into clear, prioritized feedback that influences Superhuman's roadmap, especially for Agents and Go.

• Collaborate across functions with Sales, Solutions Engineering, Product, and Partnerships to provide a cohesive customer experience from pre-sale to expansion, and to eliminate organizational barriers that impede account progress.

• Promote the use of AI tools and workflows within your team, enhancing how CSMs prioritize accounts, identify risks, and allocate time for high-touch activities that advance relationships.

• Conduct deliberate experiments: explore new delivery models for strategic customer success, document effective practices, and develop a scalable, repeatable approach beyond the strategic tier.

⛳️ Requirements

• Demonstrated experience in building and scaling high-performing Customer Success teams from the ground up, rather than merely optimizing an existing operation. Establishing clear operational rhythms, performance metrics, and a culture of accountability.

• Understanding of what exemplary consultative customer success entails and the ability to cultivate that skill in others: mentoring CSMs to set realistic expectations, uncover customer objectives, and drive outcomes even when the path is unclear.

• Proven ability to build teams that are perceived as credible strategic partners at the executive level, with the skill to guide CSMs in earning that trust and managing the complexities of change associated with replacing deeply entrenched tools.

• Intentionally develop talent: invest in each CSM's professional growth, provide direct feedback, and foster an environment where the team can achieve their best work.

• Operate effectively in both visionary and execution modes, knowing when to take a broad view to design the system and when to focus on detailed execution as necessary.

• Possess a builder's mindset: establish structure and rigor in a dynamic environment without relying on a pre-existing mature operation, energized by defining what 'great' looks like before it is fully articulated.

• Be proficient in AI: utilize AI in personal work, maintain a clear perspective on where it should enhance versus withdraw in customer relationships, and facilitate the meaningful adoption of AI-augmented workflows within the team.

• Capable of synthesizing both quantitative and qualitative data, from adoption metrics and health scores to account-specific feedback, translating these insights into clear, timely decisions and product advocacy.

🏝️ Benefits

• Comprehensive health care coverage, including extensive medical, dental, vision, mental health, and fertility benefits.

• Options for disability and life insurance.

• 401(k) and RRSP matching contributions.

• Paid parental leave.

• 20 days of paid time off annually, 12 paid holidays each year, two floating holidays per year, and flexible sick leave.

• Generous stipends for various needs, including caregiving, pet care, wellness, and home office expenses.

• An annual budget for professional development and opportunities for growth.