Senior Manager, Customer Success
New
D
DataGrailData Privacy
Remote - United StatesFull-TimeManager
Salary180,000 - 210,000 USD per year OTE
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Job Details
- Required Skills
- Cross-functional Team LeadershipCustomer SuccessSaaS
Requirements
- Experience leading customer success teams in a fast-moving SaaS environment.
- Track record of owning and improving renewal rates and retention metrics.
- Strong coaching instincts with experience providing direct, actionable feedback.
- Comfort managing using data, metrics, and trends.
- Technical fluency to engage on complex product questions without constant technical support.
- Experience driving AI adoption within a team.
- Ability to build trust and influence cross-functionally without direct authority.
- Comfort working in fast-moving, high-ambiguity environments.
Responsibilities
- Lead, coach, and develop a team of CSMs across all customer segments.
- Own the team's renewal performance and drive toward a consistent 95%+ renewal rate.
- Serve as the primary escalation point and support for CSMs.
- Maintain deep knowledge of account health, engagement, and renewal timelines.
- Ensure EBRs are completed and re-engagement plans are documented for at-risk accounts.
- Develop deep product expertise and drive technical fluency across the team.
- Drive AI adoption within the CS organization through tooling and process implementation.
- Partner with the Director of Implementation to ensure on-time delivery.
- Represent CS cross-functionally and build scalable team playbooks.
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