Senior Manager, Customer Success

About This Role

Lead and mentor Customer Success Managers and their teams, setting vision and strategy to ensure clients succeed with the platform. Oversee strategic initiatives driving adoption, retention, and long-term customer value across various business segments while fostering a customer-first culture.

Responsibilities

• Mentor, inspire, and grow a high-performing team by setting clear performance and growth objectives and providing ongoing coaching and support
• Drive user adoption and retention by developing best practices and strategic engagement initiatives, and by collaborating cross-functionally to enhance the customer experience
• Monitor incoming revenue and customer volume to ensure balanced workload distribution and appropriate resourcing across the Global CSM teams
• Partner with Product, Sales, Marketing, Onboarding, and CS Strategy & Operations to enhance customer health scoring, implement proactive lifecycle strategies, and improve overall product adoption
• Track customer engagement through data tools (e.g., Looker, Totango) to identify and mitigate churn risks through timely, data-driven interventions
• Maintain deep product knowledge to ensure CSMs can guide customers to the most relevant features and functionalities, while capturing product feedback through the Product Ambassador Program
• Demonstrate accountability by taking responsibility for decisions and global results, both good and bad, with a focus on how incremental improvements can be made over time

Requirements

• 7+ years of experience managing and developing people (both individual contributors and people managers)
• Leadership style focused on accountability, coaching, and continuous learning
• Analytical and strategic thinking, with a track record of using data to identify insights and drive customer growth
• Comfort using tools like Salesforce, Gainsight, Totango, Looker, or other customer success platforms to track performance and manage relationships
• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role at a SaaS company
• Experience in a fast-paced, high-growth environment and across different segments (VSB, SMB, and Enterprise)

Qualifications

• 7+ years of experience managing and developing people (both individual contributors and people managers), with a leadership style focused on accountability, coaching, and continuous learning. 5+ years of experience in Customer Success, Account Management, or a related customer-facing role at a SaaS company, ideally in a fast-paced, high-growth environment and across different segments (VSB, SMB, and Enterprise).

Skills

* Required skills