Senior Manager, Customer Success
New
Our compensation ranges apply to all US-based job postings regardless of state.Full-TimeManager
Salary180,000 - 210,000 USD per year OTE
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Job Details
- Required Skills
- Data AnalysisCross-functional collaborationCustomer SuccessSaaS
Requirements
- Experience leading customer success teams in a fast-moving SaaS environment.
- Proven track record of owning and improving renewal rates and retention metrics.
- Strong coaching and people development instincts.
- Ability to manage with data and act on performance trends.
- Technical fluency to engage on complex product questions without secondary support.
- Experience or strong interest in driving AI adoption within a CS team.
- Ability to build trust and influence cross-functionally without direct authority.
- Comfort working in fast-moving, high-ambiguity environments.
- Track record of building scalable team structures and playbooks.
Responsibilities
- Lead, coach, and develop a team of CSMs through real-time feedback and call participation.
- Own team renewal performance with a target of 95% or higher.
- Act as the primary escalation point for the team.
- Maintain deep knowledge of account health, renewal timelines, and expansion potential.
- Ensure proactive engagement plans for low-engagement accounts and completion of EBRs.
- Develop deep product knowledge to provide technical support to customers and CSMs.
- Enable the CS organization on new product features and privacy trends.
- Drive AI adoption by evaluating and rolling out tooling for the team.
- Collaborate with the Director of Implementation to ensure on-time project delivery.
- Represent the CS organization cross-functionally with Product, Sales, and leadership.
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