Senior Manager, Customer Success

The Senior Manager, Customer Success will lead and develop a team of Customer Success Managers, managing a small portfolio of strategic customers, and driving customer activation, adoption, retention, expansion, and net revenue retention.

What You Will Do

Responsibilities include leading a team, managing a portfolio of customers, building and improving scalable Customer Success playbooks, and driving adoption and retention across the team's portfolio.

Why It Might Be a Fit

The ideal candidate will have a strong account management and sales mindset, experience building and implementing scalable Customer Success playbooks, and the ability to establish trusted relationships with stakeholders.

Requirements

• 6+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing role
• 3+ years of experience leading and developing Customer Success or Account Management professionals
• Experience managing a team while maintaining direct responsibility for a portfolio of strategic customers
• Demonstrated success improving customer activation, adoption, retention, expansion, and net revenue retention
• Strong account management or sales orientation, with experience identifying customer needs, developing commercial opportunities, and expanding existing accounts
• Experience building and implementing scalable Customer Success playbooks, processes, and operating rhythms
• Experience in a B2B SaaS environment with a recurring-revenue business model
• Ability to establish trusted relationships with stakeholders ranging from day-to-day users to executive decision-makers
• Strong coaching skills and the ability to create accountability while supporting professional growth
• Ability to translate customer objectives and workflow challenges into actionable solutions and measurable outcomes
• Comfort using customer data and business metrics to assess portfolio health, prioritize opportunities, and make decisions
• Strong written, verbal, presentation, and negotiation skills
• Experience with CRM, business intelligence, and Customer Success platforms, such as HubSpot and Looker

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Paid time off
• Retirement plan
• Learning budget
• Parental leave
• Wellness programs
• Visa sponsorship
• Relocation assistance