Manager, Customer Success - New Verticals

Attentive is an AI marketing platform that focuses on 1:1 personalization to enhance brand and customer connections. They are seeking a Manager for their Customer Success team to lead and support individual contributors in expanding their business and refining their skills across various non-traditional e-commerce verticals.

Responsibilities:

• Establish, nurture, and lead a high-impact CS team that operates with urgency, accountability, and delivers measurable results for our Strategic New Verticals customer base
• Execute a proactive CSM motion including Account Prioritization, regular Quarterly Business Reviews, Annual Planning, and Success Plans with a focus on driving NDR
• Serve as a cross-functional owner for your team’s book of business, working closely with key cross-functional teams to align on priorities and outcomes
• Partner with Sales to drive product expansion by creating value-driven, data-backed business cases that influence with customers to invest more in the partnership/program
• Analyze customer data, vertical-specific trends, and use cases to inform strategic decisions and continuously improve the customer experience
• Drive the adoption of performance marketing and lifecycle best practices while adapting strategies to fit diverse New Verticals business models
• Own renewal outcomes including pricing, packaging, value-selling, and commercial negotiation
• Actively support members of the Strategic CS team by providing feedback on calls and written communication, participating in executive-level customer conversations, and addressing real-time needs and escalations
• Identify friction points, process gaps, and operational blockers across teams and proactively drive solutions to move the business forward
• Collaborate on strategies for team growth and development, emphasizing skill enhancement, performance improvement, and alignment with Attentive’s broader business objectives

Requirements:

• Minimum of 2 years of people management experience in a high-growth SaaS organization
• 5–10 years of combined experience in sales, customer success, or account management, ideally supporting complex or emerging customer segments
• Proven ability to operate as a cross-functional leader, influencing teams across Sales, Product, Technical/Engineering, and Professional Services without direct authority
• Strong entrepreneurial mindset – energized by building and refining processes, removing ambiguity, and driving initiatives from idea to execution
• Skilled at creating clear, compelling business cases that align customer outcomes with company objectives
• Personable and enthusiastic about coaching and developing employees internally while building trusted relationships with customer stakeholders
• Comfortable receiving feedback and committed to continuous learning and improvement
• Highly organized, detail-oriented, and data-driven, with strong execution discipline
• Experience recruiting, developing, and managing high-performing teams