Senior Manager, Customer Success Programs

Job Summary

Senior Manager, Customer Success Programs is a full-time position responsible for building and leading a centralized function to equip Customer Success Managers with frameworks and resources for effective customer engagement, while managing various programs and leading a team.

Key Responsibilities

• Design and maintain a library of Customer Success playbooks for consistent customer engagement
• Own and evolve the customer journey framework, translating it into actionable criteria for CSMs
• Lead the coordination and execution of Customer Success-related requests and programs across multiple teams

Required Qualifications

• Bachelor's degree in a related field or equivalent experience
• A minimum of 4 years of progressive management experience with 6+ years in Customer Success or a related function
• Experience designing playbooks or engagement frameworks for customer-facing teams
• Prior people management experience, including leading and developing teams
• Strong understanding of customer value realization and outcomes-based success