Senior Manager, Customer Success Management
New
C
CantoDigital asset management
US - RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years in customer success, account management, or related post-sales roles in a B2B SaaS environment. 4+ years managing a CS or post-sales team with demonstrated experience building and scaling high-performing teams. 1+ years managing people managers or actively developing senior ICs toward management roles.
- Required Skills
- LeadershipArtificial IntelligenceMicrosoft Power BISalesforceTableauMicrosoft ExcelAccount ManagementData visualizationTeam managementCustomer Success
Requirements
- 7+ years in customer success, account management, or related post-sales roles in a B2B SaaS environment.
- 4+ years managing a CS or post-sales team with demonstrated experience building and scaling high-performing teams.
- 1+ years managing people managers or actively developing senior ICs toward management roles.
- Proven track record contributing to GRR and NRR outcomes by connecting adoption and health metrics to retention results.
- Demonstrated experience designing and launching a tiered CS model, including high-touch enterprise programs and a digital-first motion for lower-ACV segments.
- Experience in Digital Asset Management (DAM) and/or Product Information Management (PIM) industries, or working with marketing, creative, or library teams (preferred).
- Experience leveraging AI and agentic AI within CS platforms (e.g., ChurnZero) or enterprise LLM tools (e.g., Claude, ChatGPT Enterprise) to automate workflows and deliver insights at scale (preferred).
- Experience building or managing a CS presence in EMEA, including regional customer dynamics and commercial nuances (preferred).
- Proficiency with Customer Success platforms (e.g., ChurnZero, Gainsight, Vitally), including AI and automation features.
- Familiarity with CRM systems (e.g., Salesforce), Conversation Intelligence tools (e.g., Gong), and scheduling platforms (e.g., Chilipiper).
- Proficiency in data visualization and reporting tools (e.g., Excel, Tableau, Power BI).
- Strong cross-functional collaboration, executive communication, and ability to influence without direct authority.
- Coaching mindset with demonstrated ability to develop people managers and build leadership bench strength.
Responsibilities
- Lead and develop a Global CS Organization – Recruit, mentor, and manage a multi-layered team across NAM and EMEA.
- Own GRR and NRR Outcomes – Define and track KPIs, including product adoption rates, time-to-value, customer health scores, and NPS.
- Drive Product Adoption and Customer Value – Develop and execute strategies to ensure customers achieve critical adoption milestones and realize measurable business value post-onboarding.
- Build Scalable CS Processes – Implement tiered engagement frameworks, playbooks, and health scoring to efficiently support a growing customer base.
- Champion AI-Powered Customer Success – Drive adoption of AI and agentic AI capabilities across the CS org.
- Partner Cross-Functionally – Align closely with Account Management, Implementation, Support, Product, RevOps, and Customer Marketing.
- Champion Customer Advocacy – Serve as the voice of the customer internally, channeling actionable feedback to Product and Marketing.
- Manage Escalations – Oversee adoption-related escalations and drive timely resolution in collaboration with cross-functional stakeholders.
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