Senior Manager, Customer Success – Enterprise

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

📋 Description

• Lead the Americas Customer Success team utilizing a highly scalable and effective engagement model to support a large number of customers.

• Oversee customer engagement throughout the entire lifecycle, from deployment and adoption to renewal.

• Recruit and manage an Americas Customer Success team aimed at enhancing customer experience and increasing customer value.

• Develop value-driven plans and set KPIs and objectives for the Customer Success team.

• Establish a scalable framework that accommodates high-volume customers while ensuring essential customer interactions.

• Create the CSM playbook, chart the customer journey, and pinpoint satisfaction peaks and critical moments across the solution set.

• Enhance the Customer Success operational platform to streamline team processes and improve effectiveness.

• Collaborate with onboarding, sales, support, product operations, and renewals teams to facilitate seamless transitions and optimal customer experiences.

• Drive growth and profitability by maximizing value, encouraging usage and adoption, upselling services, and minimizing churn.

• Analyze customer data to enhance the experience and communicate value effectively.

⛳️ Requirements

• Minimum of 5 years of experience in team management.

• At least 7 years of experience as a CSM, Account Manager, or in a similar customer-facing role within a B2B technology company.

• Experience in cybersecurity is essential.

• Demonstrated success in collaborating with customers to achieve outcomes aligned with business objectives, including those in the Enterprise segment.

• Proven history of working closely with regional sales leadership and partnering with support, product, and engineering teams to address customer challenges and enhance product offerings.

• Strong skills in customer-facing, cross-functional relationship building.

• Ability to identify, analyze, and devise innovative solutions for complex problems.

• Capable of managing competing priorities and projects in a high-paced environment.

• High-energy self-starter who thrives in ambiguous, entrepreneurial settings.

• Aptitude for identifying bottlenecks within internal processes and proposing effective solutions.

• Willingness to travel up to 25% of the time.

🏝️ Benefits

• Eligibility for bonuses.

• Comprehensive benefits package.

• Remote work arrangement.