Senior Manager, Customer Success

📋 Description

• Lead and develop a high-performing team of Customer Success Managers
• Drive outcomes across customer health, product adoption, renewal readiness, and risk mitigation
• Build scalable operating rhythms, playbooks, and cross-functional collaboration with Sales, Product, Engineering, Support, CX Operations, and Marketing
• Manage complex, strategic customer relationships and escalations to optimize retention and expansion
• Translate customer and team insights into scalable processes and playbooks
• Ensure a consistent, high-quality post-sale experience across lifecycle stages

🎯 Requirements

• Meaningful experience leading Customer Success, Account Management, or another post-sale team in a SaaS or subscription software environment. This should not be your first time managing a team.
• Experience managing large, complex, strategic customers with multi-threaded relationships, executive stakeholders, and meaningful commercial impact
• Experience coaching CSMs across diverse profiles, from newer to highly tenured, with low ego
• Proven ability to coach CSMs through complex account strategy, executive engagement, renewals, adoption, and risk management
• Strong understanding of product adoption, customer health, renewal execution, expansion signals, and revenue retention
• Demonstrated ability to translate customer and team insights into scalable processes, playbooks, or operating improvements
• Strong operational rigor, including forecasting, KPI tracking, portfolio management
• Strong cross-functional leadership with ability to influence Sales, Product, Support, Marketing, Operations, and leadership stakeholders
• Executive presence and comfort engaging with senior customer stakeholders, including C-level leaders
• Strong judgment, urgency, and calm under pressure when managing customer escalations
• Comfort navigating ambiguity, evolving priorities, and a business that is actively scaling its post-sale motion
• Experience with payments, fraud, fintech, usage-based pricing, transaction volume, or other volume-based products is a major plus
• Ability to travel as needed

🎁 Benefits

• Remote-friendly work environment
• Opportunity to lead a high-impact CSM team
• Travel as needed