Senior Manager, Customer Success
New
S
SiftSaaS Fraud Prevention
Remote - USAFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Account ManagementCross-functional collaborationProcess improvementSaaS
Requirements
- Experience leading Customer Success or Account Management teams in SaaS/subscription software
- Not a first-time people management role
- Experience supporting complex, strategic customers with multi-threaded relationships
- Proven ability to coach CSMs through complex account strategy and escalations
- Strong understanding of product adoption, customer health, and revenue retention
- Demonstrated ability to translate insights into scalable processes and playbooks
- Strong operational rigor (forecasting, KPI tracking, portfolio management)
- Strong cross-functional leadership and executive presence
- Ability to travel as needed
Responsibilities
- Manage, coach, and develop a team of Customer Success Managers
- Raise the bar on customer strategy, account planning, and execution quality
- Build clear team expectations, operating rhythms, and accountability mechanisms
- Lead team execution against customer health, product adoption, and renewal goals
- Partner with CSMs on strategy for high-priority or at-risk accounts
- Identify portfolio trends and translate them into team priorities and playbooks
- Improve team processes, engagement models, and inspection cadences
- Collaborate cross-functionally with Sales, Product, and Support teams
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