Senior Manager, Customer Success Management

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

📋 Description

• Report directly to the Director of Customer Success.

• Collaborate effectively to meet company objectives and enhance customer success initiatives across Enterprise segments.

• Build, lead, and mentor a team of Customer Success Managers (CSMs) focused on supporting Enterprise customers.

• Cultivate a collaborative, high-performance, and customer-focused culture.

• Provide coaching, performance management, and support for career development.

• Promote accountability through well-defined goals, metrics, and regular feedback.

• Define strategies specific to segments in conjunction with Customer Success and cross-functional leaders.

• Implement programs tailored to the requirements of Enterprise customers.

• Design and operationalize engagement models.

• Ensure consistency in customer journeys while accommodating segment-specific nuances.

• Maintain oversight of adoption, health scores, and engagement metrics throughout the portfolio.

• Assist the team in pinpointing churn risks and expansion opportunities.

• Facilitate proactive outreach and interventions based on data-driven insights.

• Support account reviews and leverage segment-level insights to enhance outcomes.

• Foster robust stakeholder relationships across Enterprise accounts.

• Deliver ongoing value through customer interactions.

• Collect and synthesize customer feedback to guide internal teams.

• Serve as the voice of the customer to influence product and go-to-market strategies.

• Collaborate with Sales, Product, and Marketing to encourage adoption and expansion.

• Assist in renewal strategies to enhance retention outcomes across segments.

• Contribute to precise forecasting and pipeline visibility using data.

• Identify and scale growth opportunities within the Enterprise customer base.

• Implement and refine processes that promote scalability and efficiency.

• Enhance team productivity through tools, automation, and best practices.

• Standardize workflows and reporting for consistency and transparency.

• Monitor industry trends and adapt engagement strategies as necessary.

⛳️ Requirements

• A minimum of 4 years of experience in Customer Success, Technical Account Management, or similar fields.

• Previous experience in people management with a history of developing high-performing teams.

• Experience in supporting Enterprise or high-ARR customer segments.

• Familiarity with high-touch customer success models.

• A background in Cybersecurity, DevOps, or a related technical field is preferred.

• Strong operational mindset with experience in building or optimizing processes.

• Proven track record of driving retention and growth in a metrics-oriented environment.

• Excellent communication and interpersonal skills applicable across diverse audiences.

• Bachelor's degree in a relevant discipline; advanced degree preferred.

• Must be currently located in the United Kingdom.

🏝️ Benefits

• Opportunity to work remotely with team meetup possibilities.

• Bi-annual destination summits.

• Monthly stipend for coworking spaces, phone, and internet expenses.

• Stock options granted upon hire and promotion.

• Participation in secondary offerings.

• 10 years to exercise stock options.

• Comprehensive health, vision, and dental insurance premiums fully covered for employees and their dependents.

• Flexible time off policy.

• 18 weeks of paid parental leave for birthing parents.

• 12 weeks of paid parental leave for non-birthing parents.

• Option to take parental leave all at once or spread it throughout the child's first year.