Senior Manager, Strategic Customer Success

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

📋 Description

• Oversee a team of 8–10 Customer Success Managers to meet key performance indicators (KPIs).

• Mentor and develop talent, enhance performance, and nurture consultative leaders.

• Collaborate with CSMs to implement retention strategies and pinpoint expansion opportunities.

• Deliver quantifiable business results for customers.

• Set expectations, establish metrics, and enforce operational standards.

• Anticipate potential risks and direct resolution strategies, engaging executives as necessary.

• Implement strategic initiatives at both the organizational and company level.

• Monitor and relay progress through reporting and feedback mechanisms with leadership.

• Collaborate with Product, Sales, Onboarding, and Support teams.

• Collect and analyze customer feedback to shape product strategy.

• Cultivate relationships with customers at the C-suite level.

• Recruit, onboard, and mentor high-caliber talent.

• Work independently in a fast-paced environment to achieve desired outcomes.

⛳️ Requirements

• A minimum of 3 years of people management experience in Customer Success or Account Management within Strategic or Enterprise teams.

• Demonstrated experience managing large and intricate customer accounts.

• Profound knowledge of renewal and expansion processes.

• Proven track record of achieving targets and managing team forecasting and goals.

• Strong coaching abilities and skills in people leadership.

• Excellent business acumen with the capability to advise on best practices, process enhancement, and ROI realization within the product.

• High emotional intelligence, exhibiting strong listening, empathy, and communication skills.

• Outstanding organization and project management skills.

• Proactive ownership mentality with resilience in handling ambiguity or challenges.

• Willingness to travel up to 20%.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training.

• Various programs and events.

• Bonusly rewards.

• Peer-nominated awards.

• Company-paid medical, dental, and vision insurance.

• 100% employer-paid options and 90% dependent coverage.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401(k) matching.

• Telehealth options, including One Medical memberships.

• Parental leave and support services.

• Up to $20,000 in fertility services, covering IUI and IVF.

• Reimbursement for surrogacy and adoption.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping provided by Maven Milk.

• Pet insurance.

• Legal advisory services.

• Financial planning tools.

• Variable commission plan.

• Equity options.