Senior Manager, Customer Success

Your mission

As Senior Manager, Customer Success, you will lead a team of 4-5 Customer Success Managers responsible for driving retention, customer outcomes, and consistent execution across a growing book of enterprise customers. You'll serve as the frontline leadership layer between CSMs and the Sr. Director of Customer Success, coaching performance, strengthening customer management discipline, and overseeing risk and escalation handling to keep the team focused on what matters most for customer health and retention.

Team Leadership and Performance Management

Lead, coach, and develop a team of 4-5 Customer Success Managers setting a high bar for operating discipline across the team.

Drive performance management processes, including feedback, accountability, coaching plans, and development conversations.

Support hiring, onboarding, and ramping of new team members as the team evolves.

Run a predictable management cadence across the team, including pipeline and renewal reviews, account reviews, forecasting discussions, and coaching touchpoints.

Customer Retention and Account Leadership

Ensure the team is proactively managing customer relationships, renewal readiness, adoption risk, and long-term retention.

Guide CSMs through complex customer situations, including executive conversations, risk mitigation plans, and recovery strategies.

Maintain visibility into high-risk accounts, strategic renewals, and customer trends across the team.

Escalation Management

Serve as the initial management layer for customer escalations

Bring structure, urgency, and sound judgment to escalations, while helping CSMs communicate clearly and confidently with customers.

Data-Driven Management

Maintain visibility into key performance indicators such as retention risk, renewals, churn, expansion opportunities, contractions, forecast accuracy, and team capacity.

Use data to identify gaps in execution, coaching needs, and opportunities to improve team performance.

Partner with leadership to improve reporting, planning, and decision-making across the Customer Success organization.

Cross-Functional Partnership

Partner closely with Enablement, Sales, Support, Product, and other internal stakeholders to advocate for customer needs and unblock the team.

Contribute frontline insight on what is working, where customers are struggling, and what changes would improve outcomes at scale.