Senior Manager, Customer Success Management

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

📋 Description

• Lead and cultivate a Global Customer Success Organization – Recruit, mentor, and manage a multi-tiered team across North America and EMEA. Promote a high-performance culture with significant transparency into customer-level execution; assist Associate Managers in progressing to full Manager roles.

• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) Outcomes – Define and monitor KPIs, including product adoption rates, time-to-value, customer health scores, and Net Promoter Score (NPS); regularly share insights with senior leadership.

• Drive Product Adoption and Customer Value – Create and implement strategies to ensure customers achieve vital adoption milestones and realize quantifiable business value after onboarding.

• Build Scalable Customer Success Processes – Develop tiered engagement frameworks, playbooks, and health scoring to effectively support a growing customer base—high-touch programs for enterprise clients and a digital-first approach for lower Annual Contract Value (ACV) segments.

• Advocate for AI-Powered Customer Success – Promote the adoption of AI and agentic AI capabilities throughout the Customer Success organization, including intelligent automation in platforms such as ChurnZero and enterprise tools like Claude, to enhance Customer Success Manager efficiency and proactive engagement at scale.

• Collaborate Cross-Functionally – Work closely with Account Management, Implementation, Support, Product, Revenue Operations, and Customer Marketing to ensure a seamless customer journey and shared responsibility for retention and expansion objectives.

• Serve as a Customer Advocate – Act as the voice of the customer internally, funneling actionable feedback to Product and Marketing teams to enhance experience and functionality.

• Manage Escalations – Supervise adoption-related escalations and ensure timely resolutions in partnership with cross-functional stakeholders.

⛳️ Requirements

• Over 7 years of experience in customer success, account management, or related post-sales roles in a B2B SaaS environment.

• More than 4 years of experience managing a Customer Success or post-sales team with a proven history of building and scaling high-performing teams.

• At least 1 year of experience managing people managers or actively developing senior individual contributors into management roles.

• A demonstrated track record of contributing to GRR and NRR outcomes by correlating adoption and health metrics with retention results.

• Proven experience in designing and launching a tiered Customer Success model, including high-touch enterprise programs and a digital-first strategy for lower-ACV segments.

🏝️ Benefits

• 🚀 Start-Up Spirit: Embrace the excitement and flexibility of a growing company.

• 🛠️ Hands-On Impact: Your work directly contributes to our success.

• 🌟 Learning by Doing: Our growth plans provide real-time learning.

• 🤝 Close-Knit Team: Enjoy a tight-knit, supportive work environment.

• 🔊 Open Communication: We value transparency and open dialogue.

• 🧠 Problem-Solver’s Paradise: Apply creativity to real-world challenges.

• ⚖️ Work-Life Harmony: We respect the balance between personal and professional life.

• 🌱 Growth Opportunities: As we grow, so do opportunities for our team.

• 🌍 Cultural Exchange: Learn from diverse colleagues in a global setting.