Senior Customer Success Manager
Job Summary
Owning the planning and execution of Customer Success initiatives, the full-time remote Senior Customer Success Operations Manager will drive strategy, segmentation, and capacity planning while collaborating with cross-functional teams to enhance customer retention and expansion outcomes.
Key responsibilities
- Develop and refine Customer Success strategies aligned with company growth objectives
- Design customer segmentation and lifecycle journeys to optimize engagement and retention
- Build executive-ready insights and narratives to inform leadership decision-making
Required qualifications
- 8+ years of experience in Customer Success operations or a related analytical role within a B2B SaaS environment
- Proven experience in segmentation, coverage, or capacity planning for post-sale organizations
- Strong quantitative skills with expertise in retention, expansion, and adoption metrics
- Hands-on experience with Customer Success and CRM platforms like Salesforce and Gainsight
- Ability to influence cross-functional teams without direct authority
Complete Job Description
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