Senior Manager, Customer Success

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

• Lead and nurture a team of Customer Success Managers.

• Oversee, mentor, and develop Customer Success Managers across enterprise segments.

• Ensure effective customer engagement throughout onboarding, adoption, value realization, and renewal processes.

• Establish unified standards for success planning, customer health, and value delivery.

• Propel customer adoption and outcomes.

• Serve as an escalation point and advocate for key and at-risk customers.

• Facilitate executive-level customer discussions in collaboration with Sales and senior Customer Success leadership.

• Engage in renewal planning, risk assessment, and expansion discussions.

• Guide Customer Success Managers to function as trusted advisors instead of merely reactive support resources.

• Collaborate with Sales, Services, Product, and Support teams to provide a seamless customer experience.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• Over 8 years of experience in Customer Success, Consulting, or SaaS roles.

• At least 3 years of experience managing customer-facing teams in enterprise settings.

• Strong comprehension of customer adoption, lifecycle management, and value realization.

• Experience in engaging with senior stakeholders at customer organizations.

• Capability to navigate effectively within cross-functional environments.

🏝️ Benefits

• Voluntary healthcare coverage.

• Paid time off.

• Generous caregiver and parental leave policies.

• Life and disability insurance.

• Health benefits including medical, dental, vision, and prescription drug coverage.

• 401k plan with 100% vested company contributions.

• Flexible paid time off.