Senior Manager, Customer Success

Job Summary

Senior Manager, Customer Success is a full-time position responsible for overseeing the operational infrastructure of customer success, focusing on renewal and retention strategies while ensuring data governance and process design are effectively implemented.

Key Responsibilities

• Design and manage operational frameworks and renewal motion architecture for customer success
• Collaborate with leadership to operationalize and continuously improve CS workflows and KPI data infrastructure
• Identify risks and drive expansion through effective execution of renewal plays and data capture

Required Qualifications

• Experience in customer success operations or a related field
• Deep platform expertise in Gainsight, Totango, or equivalent tools
• Strong strategic process design capabilities
• Proven leadership presence with the ability to drive cross-functional alignment
• Knowledge of data governance practices and metrics related to retention and growth