Senior Manager, Success Desk

📋 Description

• Lead and grow the Success Desk team delivering pooled CS coverage for Advanced and Essentials.
• Define, evolve, and operationalize the engagement model with playbooks across lifecycle stages.
• Design and run scalable programs to boost adoption and time to value.
• Own key metrics for the desk, including GRR, NRR influence, renewal rate, adoption, CSAT, SLAs.
• Own commercial success for Advanced and Essentials: escalation, forecasting, renewal alignment.
• Embed data-driven decision making using telemetry and health scores to refine playbooks.

🎯 Requirements

• 5+ years of proven people leadership in Customer Success or related post-sales function.
• 5+ years building and scaling pooled Success models in B2B SaaS with proactive lifecycle playbooks.
• Strong operational scalability mindset; hands-on with processes, playbooks, workflows, data-driven.
• Excellent collaboration and relationship management across CS, Renewals, Sales, Product, Ops, Support.
• Advanced data analysis and interpretation skills: health scores, telemetry, renewal data.
• Solid project/program management with scoping, planning, and stakeholder alignment.

🎁 Benefits

• Remote and Flexible: work from anywhere with a home office budget and flexible time off.
• In Person Connection: annual kickoff, team offsites, and Camundi gatherings.
• Health and Wellbeing: Modern Health for mental wellbeing and global wellbeing programs.
• Financial Security: retirement/pension plans plus life and disability insurance.
• Professional Growth: up to 1,000 per year for self-driven learning.