Senior Manager, Customer Success
E
ExpelB2B SaaS Security
Location: Remote, Be present for your team and your customers when it matters — including across time zonesFull-TimeManager
Salary$142,900 USD and $207,200 USD
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Job Details
- Experience
- 4+ years leading customer-facing teams; 8+ years in customer success or account management in B2B SaaS or services; 3+ years in the security industry
- Required Skills
- Account ManagementStakeholder managementCustomer Success
Requirements
- 4+ years leading customer-facing teams, preferably in CS or account management.
- 8+ years in customer success or account management in B2B SaaS or services.
- Proven experience with renewal quota ownership.
- 3+ years in the security industry.
- Strong coaching instincts and operational rigor to manage a portfolio at scale.
- Excellent communication skills from early-career ICs to C-suite level.
- Ability to work effectively in a quickly evolving environment.
Responsibilities
- Lead, coach, and develop a team of CSMs across multiple levels and geographies.
- Raise the team's game in value communication, renewal execution, and stakeholder engagement.
- Own ABR and DBGR outcomes for your team’s portfolio.
- Drive forecast accuracy and hold the team accountable for surfacing renewal risks.
- Coach CSMs through the full renewal cycle from health monitoring to commercial negotiation.
- Set clear performance expectations and manage with directness and care.
- Maintain active visibility into customer health and engagement cadence.
- Partner with TAM, SSE, TSE, Support, and Product teams.
- Support the team and customers across time zones and through escalations.
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