Senior Manager, Customer Success
New
F
FoleyVertical SaaS
This role may be based remotely out of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, WisconsinFull-TimeManager
Salary90,000 - 130,000 USD per year
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Job Details
- Experience
- 3+ years of experience in Customer Success leadership, including leading teams of 6–10+ Customer Success Managers.
- Required Skills
- People ManagementChange Management
Requirements
- Have 3+ years of experience in Customer Success leadership.
- Have experience leading teams of 6–10+ Customer Success Managers.
- Demonstrate people management experience, including hiring and building high-performing teams.
- Have a track record of driving retention, reducing churn, and achieving NRR and GRR goals.
- Be confident handling customer pricing conversations during renewals and expansions.
- Have experience working cross-functionally with Product, Sales, and Marketing.
- Have experience leading remote teams and building engagement and accountability.
- Have experience leading teams through rapid growth and reorganization, with change management skills.
- Have strong analytical skills, including designing customer health scores, defining Customer Success metrics, and building dashboards.
- Have expertise with customer success platforms; Planhat experience is a plus.
- Have hands-on experience bringing automation and AI tools into Customer Success workflows.
- Experience in compliance, a regulated industry, or vertical SaaS is strongly preferred; DOT compliance or fleet management experience is a plus.
Responsibilities
- Lead and manage a team of approximately 8 Customer Success Managers serving 800+ mid-market customers and representing $16MM in revenue.
- Recruit, develop, and retain Customer Success talent.
- Drive adoption, retention, and expansion strategies to achieve NRR, GRR, and churn retention targets.
- Partner with Sales, Product, Marketing, and other teams to improve the customer experience and deliver business outcomes.
- Lead special projects, operational improvements, and strategic initiatives to scale the Customer Success function.
- Lead team meetings, performance management, and coaching to support accountability and results.
- Use Planhat to monitor customer health, identify risks and opportunities, and guide data-driven decisions.
- Build and refine Planhat workflows, including agentic workflows and proactive customer outreach.
- Join customer calls and coach CSMs through call shadowing and role-playing.
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