Sr. Manager, Customer Success Management

8+ years in B2B SaaS in Customer Success, Account Management, or related customer-facing role. 3+ years leading and coaching teams, including managing Managers and senior individual contributors. Proven track record managing a portfolio of Enterprise and top accounts with meaningful ARR. Experience in martech, CRM, agency platforms, or adjacent categories is a plus. Strong people leader with the ability to set direction and give clear feedback. Executive presence and credibility with C-level and VP-level stakeholders. Data-driven operator familiar with SaaS metrics (NRR, GRR, TTV, product adoption). Excellent communication skills, both written and verbal. Comfortable operating in a fast-paced, high-growth, remote-first environment. Familiarity with CRM and CS platforms (e.g., Salesforce, Gainsight). Prior experience with HighLevel or similar platforms is a plus.

Lead, coach, and develop a team of CSM Managers and Senior CSMs. Own hiring, onboarding, performance management, and career progression for the Enterprise CSM team. Build a culture of accountability and customer-first thinking. Own team outcomes for top Enterprise accounts. Ensure the team executes QBRs/EBRs and value realization plans. Oversee renewal and expansion strategy in partnership with Sales. Set and manage targets for GRR, NRR, product adoption, and CSAT/NPS. Use data to proactively identify risk and drive save/grow plays. Champion adoption of AI-powered features. Design and refine Enterprise CSM playbooks. Define team operating cadence. Standardize best practices for customer success planning. Act as the voice of the customer internally. Collaborate with RevOps and Finance on forecasting and incentive plans. Monitor trends in cancellations and product usage for top accounts. Keep a pulse on industry best practices in Customer Success. Join strategic customer calls or escalations when needed.