Senior Customer Success Manager

Job Summary

Leading a team of six Customer Success Managers, the full-time Senior Customer Success Manager will oversee approximately $5M in Annual Contract Value, focusing on driving customer retention, growth, and operational excellence in a remote environment.

Key responsibilities

• Lead, coach, and develop a high-performing Customer Success team through regular performance management and career development
• Own team performance metrics, including customer retention, renewals, and product adoption, while establishing scalable operating rhythms
• Partner cross-functionally to enhance the customer experience and advocate for customer needs within the organization

Required qualifications

• 7+ years of experience in Customer Success, Account Management, or other customer-facing SaaS roles
• 3+ years of experience managing Customer Success or Account Management teams
• Proven track record of driving customer retention and team performance
• Strong analytical skills with experience using customer health metrics to inform decisions
• Experience leveraging AI and automation to improve customer experience and operational efficiency