Senior Manager, Customer Success

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

📋 Description

• Lead and develop a high-performing Customer Success Management (CSM) team.

• Oversee, mentor, and cultivate a team of Customer Success Managers.

• Elevate customer strategy, account planning, executive engagement, and execution quality.

• Establish clear expectations, operating rhythms, and accountability frameworks for the team.

• Assist in hiring, onboarding, performance management, and career advancement initiatives.

• Promote a strong, collaborative, commercially minded, and customer-centric team culture.

• Aid CSMs in linking daily customer activities to overarching business outcomes.

• Propel customer outcomes and retention performance.

• Direct team efforts towards customer health, product adoption, renewal preparedness, and risk mitigation goals.

• Collaborate with CSMs on strategies for high-priority, complex, or at-risk accounts.

• Identify trends within the customer portfolio and translate these into team priorities, playbooks, and cross-functional recommendations.

• Enhance the team's ability to surface, manage, and communicate customer risks effectively.

• Work closely with Sales on account strategies, renewal planning, expansion opportunities, and risk mitigation measures.

⛳️ Requirements

• Significant experience in leading Customer Success, Account Management, or another customer-facing team in a SaaS or subscription software setting.

• Experience in supporting or leading teams that manage large, complex, strategic customers with multi-threaded relationships, technical products, executive stakeholders, and substantial commercial impact.

• Proven experience managing a diverse range of CSM profiles.

• Demonstrated ability to coach CSMs on complex account strategies, executive engagement, renewals, adoption, and risk management.

• Strong knowledge of product adoption, customer health, renewal execution, expansion indicators, and revenue retention.

• Excellent operational rigor, including account inspections, forecasting support, KPI monitoring, process enhancements, and portfolio management.

• Strong skills in cross-functional leadership.

• Professional presence and comfort interacting with senior customer stakeholders.

• Strong judgment, urgency, and composure under pressure when handling customer escalations.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities