Lead and develop a team of Customer Success Managers (CSM), ensuring they have the guidance and resources necessary to excel in their roles.
Drive the strategic direction of the customer success team, setting clear objectives and key results that align with Copado’s business goals.
Monitor team performance, providing regular feedback and coaching to enhance individual and group productivity.
Foster a culture of continuous improvement by refining customer engagement processes and implementing best practices in customer success management and renewals.
Partner closely with the Renewal leaders in the International regions (EMEA & APAC) to identify at-risk accounts, ensuring a cohesive approach to retention without direct management of the renewal transaction.
Collaborate with cross-functional teams, including Sales, Services, Support, Product, and Engineering, to ensure a cohesive customer journey and to facilitate the resolution of complex issues.
Oversee the execution of Quarterly Business Reviews (QBRs) and other strategic customer meetings, ensuring your team effectively uses Copado Insights data to demonstrate value and identify growth opportunities.
Develop and maintain senior-level relationships within key accounts, acting as an escalation point for critical customer issues and renewal risks.
Champion customer needs internally, providing feedback to leadership on how Copado can better serve its customer base.

Proven experience in leading customer success teams in a SaaS or cloud-based environment.
Strong leadership skills with the ability to motivate and drive team performance.
Excellent communication, interpersonal, and presentation skills.
Proven ability to leverage AI in their work and lead teams that apply it.
Deep understanding of customer success principles and practices, with a track record of achieving customer satisfaction and retention goals.
Strategic thinker with the ability to grasp complex product functionalities and translate them into customer benefits.
Experience in managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows.
High emotional intelligence, adept at building strong relationships both internally and with customers.

A leadership role at a leading tech company in the Salesforce ecosystem and DevOps space.
Opportunities to work with a global customer base and lead a team of dedicated customer success professionals.
Competitive compensation package, including comprehensive benefits.
A collaborative, innovative, and inclusive work environment.
Professional growth opportunities in a rapidly expanding company.

Senior Manager, Customer Success – International

Key skills