Senior Manager, Customer Success

AbsenceSoft provides secure technology that helps employers manage complex workplace experiences. The Senior Manager, Customer Success will lead and develop a customer success team while building scalable processes, frameworks, and systems that improve client outcomes and strengthen the broader Customer Success organization. The role also supports CS strategy, customer engagement, data-driven value expansion, and cross-functional initiatives.

Responsibilities:

• Lead, coach, and develop a team of customer success professionals to deliver exceptional client experiences and measurable outcomes
• Establish and track team KPIs, including adoption, retention, customer health scores, and satisfaction metrics
• Recruit, develop, and retain top CS talent, building a pipeline of promotion-ready professionals
• Serve as an escalation point for complex customer issues and strategic accounts
• Identify systemic gaps or inefficiencies in how the CS team operates, and design and implement the scalable frameworks, playbooks, and processes that address them across the broader organization
• Act as a resource and thought partner to peer managers and CS leadership, contributing a practitioner's perspective to broader CS strategy and driving cross-functional initiatives with Sales, Product, Support, and Implementation
• Represent AbsenceSoft externally through customer events, advisory boards, industry forums, or other thought leadership opportunities
• Analyze customer data and feedback to surface insights that inform CS strategy, and partner with leadership to identify opportunities for expanding customer value through upsell and cross-sell
• Help maintain applicable organizational security and compliance controls within your department, role, and your team's roles

Requirements:

• Bachelor's degree in Business, HR, or a related field, or equivalent experience
• 7+ years of experience in customer success, account management, or a related field, including 3-4 years in a people leadership role
• Demonstrated experience building or improving CS processes, playbooks, or frameworks, with a talent for bringing structure to ambiguous challenges
• A strong track record of recruiting, developing, and retaining high-performing CS talent, with clear paths for growth
• Proven ability to operate independently and lead initiatives with minimal direction, thinking beyond your own team to what the broader organization needs
• Strong analytical skills, with the ability to interpret data and translate it into actionable improvements
• Excellent communication and relationship-building skills across internal teams, leadership, and external stakeholders, with the ability to influence without relying on positional authority
• A background in change management or scaling teams in high-growth environments, along with comfort using AI tools to streamline workflows and increase efficiency
• Experience in HR technology, leave management, or a compliance-focused SaaS environment is a strong plus, as is familiarity with CRM and CS platforms such as Salesforce, Gainsight, or HubSpot
• A track record of contributing to CS strategy, cross-functional leadership initiatives, or external customer engagement such as events, advisory boards, or thought leadership is a plus