Senior Customer Success Manager

Job Summary

Leading a team of Customer Success Managers in a remote capacity, the full-time Senior Customer Success Manager will coach team members, manage renewal performance, and develop strategies to enhance customer engagement and satisfaction.

Key responsibilities

• Lead, coach, and develop a team of CSMs while actively engaging with customers to improve performance
• Own the team's renewal performance, driving towards a consistent 95%+ renewal rate
• Build and maintain deep knowledge of customer accounts, ensuring proactive engagement and re-engagement plans are in place

Required qualifications

• Experience leading customer success teams in a fast-moving SaaS environment with a focus on renewal rates and retention metrics
• Strong coaching instincts with the ability to provide direct, actionable feedback
• Technical fluency to engage on complex customer and product questions independently
• Experience driving AI adoption within a customer success team or a strong interest in developing this capability
• Ability to build trust quickly with team members, customers, and cross-functional partners