Senior Manager, Customer Success

Role Overview

• Lead, coach, and develop a team of Customer Success Managers to deliver retention, adoption, and expansion outcomes across assigned customer segments or portfolios
• Set team goals, performance expectations, and operating rhythms aligned to customer outcomes, revenue retention, and growth objectives
• Oversee execution of the customer lifecycle, including onboarding coordination, value realization planning, risk management, and expansion readiness
• Review portfolio health, customer risk indicators, and growth opportunities to guide prioritization, escalation handling, and proactive engagement strategies
• Partner with Sales, Product, Operations, and Support to align customer strategy, improve service delivery, and resolve issues affecting customer outcomes
• Improve Customer Success processes, reporting, and engagement models to support scale, consistency, and better visibility into business impact
• Support complex or high-impact customer situations and executive-level engagements when escalation, alignment, or recovery is required

Requirements

• 7+ years of experience in Customer Success, account management, client services, or a related customer-facing function
• 3+ years of experience leading or developing Customer Success teams or equivalent people leadership experience in a customer-facing environment
• Experience managing retention, adoption, and growth outcomes across a customer portfolio, segment, or book of business
• Experience leading cross-functional work with Sales, Product, Operations, and Support teams
• Experience using CRM and customer success platforms to monitor customer performance and inform engagement strategy
• AI proficiency, including the ability to use AI-enabled tools responsibly and effectively to improve team productivity, customer insight generation, and operational efficiency
• Ability to lead through others by setting clear expectations, coaching performance, and building accountability for customer and business outcomes
• Ability to interpret customer health, usage, and commercial data and translate insights into actions that improve retention and growth
• Strong judgment in prioritization, escalation management, and resource allocation across competing customer and team needs
• Ability to influence cross-functional stakeholders and align customer strategies with broader business priorities
• Strong written and verbal communication skills, including the ability to engage effectively with senior internal stakeholders and customer leaders
• Ability to improve processes, reporting, and operating standards to support scale and consistency
• Working knowledge of CRM and customer success platforms such as Salesforce, ChurnZero, or Gainsight

Benefits

• Competitive base salary and a strong variable component
• Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
• 401K match up to 5%
• 12 weeks of paid parental leave
• Use our tuition reimbursement program
• Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days
• Flexible work schedules and remote capabilities (by team)
• Opportunities for fitness challenges and rewards