Senior Manager, Customer Success

5+ years of people leadership experience in Customer Success or Account Management. Experience leading CSMs in post-implementation, B2B SaaS environments. Expertise in fintech or other regulated, complex industries. Experience leading CSMs who manage strategic or enterprise-level customers. Strength in coaching and talent development. Proven success in renewal and expansion mechanics. Strong operational skills. Executive presence and storytelling ability. Bias to action and ownership mindset. Data fluency. Collaborative approach. Comfort with modern CS tooling. Remote-first fluency.

Lead a team of CSMs serving mid-market and Lighthouse Credit Unions. Drive post-implementation success, customer value realization, and partnership expansion. Own outcomes across retention, expansion sourcing, and building scalable processes. Coach CSMs on executive-level renewals and build repeatable frameworks. Work closely with Product, Support, and Professional Services to guide feature rollouts and strengthen adoption. Shape playbooks and cadences for the next stage of growth. Step in to quarterback challenging customer situations. Implement operating cadences and take ownership of team KPIs and forecasting accuracy. Identify and lead process improvement initiatives. Guide the team through high-stakes renewals with confident, predictable forecasting. Elevate executive-level storytelling and commercial readiness. Launch new playbooks and standardized motions. Strengthen collaboration with Product, Support, and Professional Services. Refine and scale the product-deployment motion. Establish repeatable executive engagement programs. Standardize core CS processes and playbooks. Be a key voice in evolving Customer Success operations.