Senior Customer Success Manager

Job Summary

Leading a high-volume portfolio of mid-market customers, the remote Senior Customer Success Manager will drive customer engagement through segmentation strategy, renewal outcomes, and product adoption while managing and developing a team of Customer Success Managers.

Key responsibilities

• Determine customer segmentation into service tiers and engagement models for effective management of mid-market accounts
• Drive retention and expansion outcomes by collaborating with Sales and ensuring product adoption
• Lead and develop a team of Customer Success Managers, focusing on productivity and efficiency through AI and automation

Required qualifications

• 6+ years of experience in Customer Success or Account Management
• 4+ years of direct people management experience leading customer-facing teams
• Demonstrated experience in building or redesigning a scale or digital Customer Success model
• Strong analytical capability with experience using data for performance management
• Bachelor's degree from a 4-year accredited institution