Senior Manager, Customer Success

📋 Description

• Lead, coach, and develop a team of CSMs across all customer segments.
• Own the team's renewal performance and drive toward a 95%+ renewal rate.
• Be the first line of defense for your team — handle questions and escalations.
• Build deep knowledge of each account: health signals, engagement, renewal timelines.
• Ensure EBRs are completed and proactive re-engagement plans exist.
• Develop a deep understanding of the DataGrail product to address complex questions.

🎯 Requirements

• Experience leading CS teams in fast-moving SaaS with renewals/retention ownership.
• Strong coaching instincts — direct, actionable feedback.
• Comfortable with data; you know metrics and trends and act on them.
• Enough technical fluency to discuss complex product questions.
• Experience driving AI adoption within a CS team, or strong initiative to build that muscle quickly.
• Ability to build trust quickly with your team, customers, and cross-functional partners.

🎁 Benefits

• Equity for all full-time employees.
• Health, dental, and vision insurance.
• Remote-first working environment.
• 401k savings plan.
• Parental leave and wellness benefits.
• Flexible time off and paid holidays.