Senior Manager, Customer Success

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

📋 Description

• Lead and guide a team of Customer Success Managers.

• Enhance customer retention, adoption, and foster long-term growth.

• Create and execute strategies to mitigate churn.

• Meet price increase and retention goals for each brand.

• Forecast renewal risks to aid in GRR and revenue projections.

• Collaborate with cross-functional teams to guarantee a smooth post-sale customer experience.

• Promote upgrades within the existing customer base.

• Monitor and proactively manage revenue risks.

• Champion regular initiatives for key brands to address known revenue risks.

• Facilitate executive-level engagement with major accounts.

• Strengthen strategic alignment and value realization.

• Propel continuous improvement initiatives throughout the customer lifecycle.

• Optimize strategies for retention.

⛳️ Requirements

• Bachelor’s degree or equivalent practical experience.

• Over 7 years of experience in Customer Success, Account Management, or a similar client-facing role within the software/SaaS sector.

• Proficient in managing and negotiating commercial contracts.

• More than 3 years of leadership experience overseeing individual contributors in Customer Success or a related function.

• Demonstrated success in achieving retention objectives in a subscription-based software environment.

• Strong analytical abilities and problem-solving skills.

• Capability to interpret customer health metrics and make data-driven decisions.

• Excellent communication skills and executive presence.

• Ability to influence internal stakeholders and engage with senior-level customer contacts.

• Capacity to thrive in a fast-paced, dynamic, and AI-driven setting.

• Flexibility to adapt quickly to changes and drive innovation.

🏝️ Benefits

• Paid Time Off (PTO).

• Sick leave.

• Parental leave.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan.

• Health Savings Account.

• Life insurance.

• Employee Assistance Program.

• Bonus eligibility.

• Remote work options.