Senior Manager, Customer Success
108000 - 145000 USD per year
Location:United States
Languages:English
Seniority level:Senior, 7-10+ years
Experience:7-10+ years
Skills:
LeadershipPeople ManagementCross-functional Team LeadershipStrategyMentoringCustomer SuccessSaaSCoachingAccount ManagementRelationship management
Requirements:
- 7-10+ years of experience in customer success, account management, or a related field
- At least 3 years directly managing or leading CSM teams
- Proven experience owning retention, expansion, and customer health metrics at scale
- Ideally within SaaS or public safety technology
- Exceptional verbal and written communication skills
- Ability to influence decisions across all levels of the organization
- Comfortable presenting to executives, customers, and cross-functional partners
- Strong ability to design scalable processes, analyze data, and turn insights into actionable strategy
- Adept at balancing short-term problem-solving with long-term planning and team development
- Demonstrated success cultivating relationships with key customer stakeholders
- Thrives in a fast-paced, high-growth startup environment
- Able to lead teams through ambiguity and change
- Quick learner with strong technical aptitude
- Direct experience supporting the 911 ecosystem (nice to have)
Responsibilities:
- Lead, mentor, and coach a high-performing team of Customer Success Managers.
- Establish clear performance expectations, KPIs, and development plans.
- Provide guidance on complex customer scenarios.
- Own and operationalize the strategy for customer retention, growth, and value realization.
- Design, refine, and scale processes, playbooks, and frameworks for CSM engagement.
- Partner with leadership to forecast retention, expansion, and customer health metrics.
- Ensure CSMs build deep, trusted relationships with key customer stakeholders.
- Support escalation management for high-complexity customer issues.
- Maintain visibility into the health of top accounts and intervene strategically.
- Act as a senior advocate for the customer within Product, Engineering, Support, and GTM teams.
- Influence product roadmap decisions by synthesizing customer insights.
- Partner with Sales on expansion strategy and with Implementation/Support on lifecycle transitions.
- Oversee customer usage, adoption, and health metric tracking.
- Lead quarterly customer reviews, internal business reviews, and reporting.
- Strengthen risk mitigation strategies and standardize early-warning signals for churn.
- Drive strategies that increase customer retention, satisfaction, and expansion opportunities.
- Ensure CSMs are platform experts guiding customers to leverage solutions.
- Promote best practices to help customers achieve measurable improvements.
