Senior Manager, Strategic Customer Success
New
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 12+ years of experience in customer-facing roles, including at least 3+ years in leadership
- Required Skills
- DevOpsSaaS
Requirements
- 12+ years of experience in customer-facing roles
- At least 3+ years in leadership within Customer Success, Account Management, or similar functions
- Strong track record of leading and developing high-performing teams in a fast-paced, high-growth environment
- Experience owning renewal processes and retention or expansion targets in a commercial or quota-bearing role
- Strong analytical mindset with experience using data to drive customer and team performance decisions
- Experience working with technical products, ideally within DevOps, SaaS, or developer-focused environments
- Strong project and program management skills with the ability to drive cross-functional execution and accountability
- Excellent communication and stakeholder management skills, including executive-level engagement
- Strong problem-solving abilities and comfort operating in ambiguous, evolving environments
- Experience with structured sales or customer methodologies (e.g., MEDDIC, Command of the Message) is a plus
- Collaborative leadership style with a strong focus on team development and continuous improvement
Responsibilities
- Lead, coach, and develop a high-performing team of Strategic Customer Success Managers
- Design and operationalize scalable customer success programs and playbooks
- Drive proactive customer engagement strategies by monitoring onboarding progress, product adoption, risk indicators, and expansion opportunities
- Own operational rigor for the team by tracking key performance metrics such as net dollar retention, expansion, and forecast accuracy
- Oversee strategic customer relationships, escalations, and critical engagements to ensure customer satisfaction and retention
- Act as a key customer advocate, ensuring insights and feedback are shared with internal product, sales, and leadership teams
- Partner with GTM and cross-functional stakeholders to align on customer success strategies and execution plans
- Support commercial outcomes by reinforcing retention and expansion goals within the customer success motion
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