Senior Customer Success Manager

Job Summary

Leading a team of customer success professionals, the full-time Senior Customer Success Manager will drive client outcomes, establish performance metrics, and build scalable frameworks while working remotely.

Key responsibilities

• Lead, coach, and develop a team to deliver exceptional client experiences and measurable outcomes
• Establish and track team KPIs, including adoption, retention, and customer satisfaction metrics
• Identify and implement scalable frameworks and processes to improve customer success operations across the organization

Required qualifications

• Bachelor's degree in Business, HR, or a related field, or equivalent experience
• 7+ years of experience in customer success or account management, including 3-4 years in a leadership role
• Demonstrated experience in building or improving customer success processes and frameworks
• Strong analytical skills with the ability to interpret data for actionable improvements
• Experience in HR technology or compliance-focused SaaS environments is a plus