Senior Manager of Customer Success

Job Summary

Leading a high-performing team of Enterprise Customer Success Managers, the remote Senior Manager of Customer Success will build and standardize scalable customer journeys, implement a rigorous Quarterly Business Review framework, and drive operational excellence to enhance enterprise account value.

Key responsibilities

• Coach and mentor a team of Enterprise CSMs while replicating best practices for consistency across the organization
• Design and refine customer success processes to optimize workflows and establish a high-impact QBR operating cadence
• Collaborate with Sales leadership to identify account expansion opportunities and ensure seamless handoffs between teams

Required qualifications

• 8+ years of experience in B2B SaaS Customer Success, Account Management, or Strategic Consulting
• 3+ years of direct people management experience leading enterprise-level CS teams
• Proven track record of designing and implementing operational processes and team playbooks
• Experience in establishing customer health scoring systems and utilizing data analytics to prevent churn
• Demonstrated success in managing and growing a multi-million dollar ARR book of business