Senior Manager, Customer Success Management – Commercial/Digital

Role Overview

• Build, lead, and mentor a team of CSMs supporting Commercial and Digital customers
• Foster a collaborative, high-performance, and customer-centric culture
• Provide coaching, performance management, and career development support
• Drive accountability through clear goals, metrics, and regular feedback
• Partner with Customer Success and cross-functional leaders to define segment-specific strategies
• Execute programs tailored to Commercial and Digital customer needs
• Design and operationalize scaled engagement models, including digital-first approaches
• Ensure consistency in customer journeys while adapting for segment nuances
• Maintain visibility into adoption, health scores, and engagement metrics across the portfolio
• Guide the team in identifying churn risks and expansion opportunities
• Drive proactive outreach and intervention based on data insights
• Support account reviews and leverage segment-level insights to improve outcomes
• Champion digital customer success strategies such as automated outreach and lifecycle programs
• Partner with Operations and Marketing to build scalable engagement programs
• Promote self-service resources to improve customer experience and efficiency
• Continuously optimize the balance between high-touch and tech-touch engagement
• Ensure strong stakeholder relationships across Commercial accounts
• Deliver consistent value through both direct and digital interactions
• Capture and synthesize customer feedback to inform internal teams
• Act as the voice of the customer to influence product and go-to-market strategy
• Collaborate with Sales, Product, and Marketing to drive adoption and expansion
• Support renewal strategies and improve retention outcomes across segments
• Leverage data to contribute to accurate forecasting and pipeline visibility
• Identify and scale growth opportunities within the Commercial and Digital base
• Implement and refine processes that enable scale and efficiency
• Improve team productivity through tooling, automation, and best practices
• Standardize workflows and reporting for consistency and visibility
• Monitor industry trends and evolve engagement strategies accordingly

Requirements

• 4+ years of experience in Customer Success, Account Management, or related fields
• Prior people management experience with a track record of developing high-performing teams
• Experience supporting Commercial, SMB, or high-volume customer segments
• Experience with digital/scaled tech touch customer success models
• Background in Cybersecurity, DevOps, or a related technical domain preferred
• Strong operational mindset with experience building or optimizing processes
• Proven ability to drive retention and growth in a metrics-driven environment
• Excellent communication and interpersonal skills across diverse audiences
• Bachelor’s degree in a relevant field; advanced degree preferred

Tech Stack

• Cyber Security

Benefits

• Equity/stock options
• Unlimited PTO
• Remote work with flexible coworking and team meetup opportunities
• Home office and internet stipend
• 100% health/dental/vision insurance coverage for you and your family