Sr. Manager, Commercial Customer Success
New
J
JobgetherCustomer Success
Based in United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Data AnalysisStakeholder managementCustomer SuccessAccount ManagementRisk Management
Requirements
- Proven track record of high performance in Customer Success or Account Management.
- Demonstrated experience in mentoring peers or operating in a people leadership capacity.
- Experience managing commercial customers with complex products and multiple stakeholders.
- Strong people leadership capabilities, including performance management and team development.
- Experience establishing executive-level customer relationships and managing escalations.
- Demonstrated ability to define and execute strategies covering adoption, retention, and risk management.
- Strong analytical and critical-thinking skills using data to guide decisions.
- Excellent communication and stakeholder-management skills.
- Ability to operate successfully in a fast-paced, high-growth environment.
- Genuine curiosity about emerging technologies, cybersecurity, and GRC.
- Willingness to adopt AI-enabled tools and workflows to increase efficiency.
Responsibilities
- Hire, mentor, coach, and develop a team of high-performing Customer Success Managers.
- Shape and improve the Customer Success methodology across implementation, onboarding, adoption, and risk management.
- Establish strategies to achieve key performance indicators, including revenue retention and customer health.
- Coach CSMs on portfolio prioritization, success planning, and expansion opportunity development.
- Represent Customer Success needs in strategic discussions with Sales, Product, Marketing, and Revenue Operations.
- Maintain strong executive-level customer relationships and handle complex escalations.
- Utilize data and structured frameworks to drive team performance and mitigate risks.
- Encourage responsible use of AI and emerging technologies to improve operational effectiveness.
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