Senior Manager, Customer Success

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

📋 Description

• Lead, mentor, and develop a team of Customer Success Managers through regular one-on-one meetings, performance evaluations, and career growth initiatives.

• Take ownership of team performance metrics related to customer retention, renewals, customer health, product adoption, and generating an expansion pipeline.

• Collaborate with CSMs on strategic customer partnerships, executive discussions, and addressing complex customer issues.

• Create and implement scalable operating procedures for account reviews, renewal forecasting, health assessments, and portfolio management.

• Advocate for the integration of AI and automation within the Customer Success team by identifying opportunities to reduce manual tasks, enhance customer experiences, and support team scalability while maintaining service quality.

• Evaluate customer and team performance data to uncover trends, identify coaching opportunities, and suggest process enhancements.

• Work alongside Sales to ensure smooth transitions for customers and pinpoint potential expansion opportunities.

• Partner with Implementation, Technical Account Management, Customer Experience, Product, and Engineering teams to provide an outstanding end-to-end customer experience.

• Develop and refine playbooks, customer journeys, and operational processes that facilitate efficient team scaling.

• Represent the interests of SMB and Mid-Market customers internally by advocating for their needs and conveying product feedback.

• Assist in recruiting, onboarding, and nurturing future Customer Success talent as the organization expands.

⛳️ Requirements

• 7+ years of experience in Customer Success, Account Management, or other customer-facing roles within SaaS.

• 3+ years of experience leading Customer Success or Account Management teams.

• Proven success in driving customer retention, renewals, and enhancing team performance.

• Experience in coaching and developing high-achieving customer-facing professionals.

• Strong analytical abilities with experience utilizing customer health metrics and performance data to inform decision-making.

• Demonstrated capability to collaborate across Sales, Product, Engineering, Support, and Operations teams.

• Proven experience in leveraging AI, automation, or workflow tools to enhance team efficiency, customer experience, or operational productivity.

• Experience managing executive-level customer relationships and addressing escalations.

• Previous experience in SaaS, HR Tech, fintech, healthcare, or employee benefits is preferred.

🏝️ Benefits

• 95% coverage of medical, dental, and vision insurance.

• One-time $250 Work From Home setup allowance.

• Annual Learning & Development Benefit of $500.

• $150 monthly allowance for cell phone and internet expenses.

• $100 monthly wellness benefit.

• $100 monthly benefit for co-working and commuting expenses.

• Flexible Paid Time Off (PTO).