Senior Customer Success Manager

Job Summary

A company is looking for a Sr Manager, Customer Success - Scaled.

Key Responsibilities

• Lead and coach a team of Customer Success Specialists within a pooled model, conducting performance reviews and career development planning
• Design and optimize a global skills-based operating model for efficient customer support
• Own and analyze key performance metrics for the Scaled segment, adjusting strategies as needed

Required Qualifications

• 10+ years of experience in Customer Success, Account Management, or Sales Operations within a SaaS environment, with at least 5 years in a leadership role
• Proven experience managing a "Scale," "Digital," or "Pooled" Customer Success segment with a portfolio exceeding $50M in ARR
• Expertise in Customer Success technology stacks and experience with AI/ML integrations
• Demonstrated ability to lead through significant methodology shifts or digital transformations
• Ability to build complex data models for predicting churn and identifying expansion opportunities