Senior Manager, Customer Success
New
Remote-first work environment across the United States.Full-TimeManager
Salary180,000 - 210,000 USD per year OTE
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Job Details
- Experience
- 7+ years
- Required Skills
- Data AnalysisProduct ManagementStakeholder managementCustomer SuccessSaaS
Requirements
- 7+ years of experience in Customer Success or related SaaS customer-facing roles.
- Leadership experience managing CS teams.
- Proven track record of improving retention and renewal performance in a fast-paced SaaS environment.
- Strong coaching and people development skills.
- Data-driven mindset with the ability to analyze customer health metrics.
- Strong technical aptitude for complex product and customer use cases.
- Experience or strong interest in AI-driven tools within CS operations.
- Excellent communication and relationship-building skills.
- Ability to thrive in high-growth, ambiguous environments.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers, providing real-time guidance, call coaching, and hands-on support.
- Own and drive team renewal performance, targeting and maintaining high retention rates.
- Serve as the primary escalation point for CSMs, supporting complex customer challenges.
- Oversee customer health monitoring, ensuring full visibility into engagement levels, risks, and renewal timelines.
- Ensure execution of executive business reviews and structured re-engagement plans.
- Develop deep product expertise to support both internal teams and customers.
- Drive adoption of AI tools and modern CS technologies to improve efficiency.
- Collaborate closely with Implementation teams to ensure smooth onboarding.
- Partner cross-functional with Product, Sales, and leadership to advocate for customer needs.
- Build scalable Customer Success frameworks, playbooks, and operational processes.
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