Senior Customer Success Manager

Job Summary

Leading a team of Customer Success Managers remotely, the full-time Senior Customer Success Manager will focus on driving renewal outcomes, coaching team members across various experience levels, and maintaining visibility into customer health while ensuring accountability for performance metrics.

Key responsibilities

• Lead, coach, and develop a geographically diverse team of CSMs to enhance their skills in value communication and renewal execution
• Own At-Bat Renewal Rate and Dollar-Based Gross Retention outcomes for the team's portfolio, ensuring forecast accuracy and early identification of renewal risks
• Partner with cross-functional teams to connect customers with necessary technical resources and maintain active visibility into customer health

Required qualifications

• 4+ years of experience leading customer-facing teams, preferably in customer success or account management
• 8+ years in customer success or account management within B2B SaaS or services, with exposure to renewal quota ownership
• At least 3 years of experience in the security industry, with a solid understanding of the landscape
• A proven track record of building teams that successfully own commercial outcomes
• Strong coaching instincts and operational rigor to manage a portfolio at scale