About the Role
The Senior Manager, Customer Success will lead a team responsible for ensuring clients derive ongoing value from solutions, driving retention and growth through strategic account management, operational excellence, and cross-functional collaboration.
Responsibilities
- Lead and develop a team of customer success professionals
- Drive adoption, retention, and expansion within the customer base
- Establish scalable processes for onboarding and ongoing support
- Monitor key customer health metrics and act on insights
- Collaborate with product and sales teams to align customer needs with roadmap priorities
- Design and implement customer feedback loops
- Manage renewal pipelines and reduce churn risk
- Champion customer-centric practices across departments
- Conduct regular business reviews with key accounts
- Identify upsell and cross-sell opportunities through customer insights
- Develop training materials for internal and external stakeholders
- Oversee case management and issue resolution workflows
- Report on team performance and customer outcomes to senior leadership
- Ensure SLA compliance and service quality standards
- Foster a culture of accountability and continuous improvement
Nice to Have
- Master’s degree in business administration or related discipline
- Certification in customer success management
- Experience in B2B technology services
- Knowledge of data analytics tools
- Prior work with enterprise-level clients
Benefits
- Comprehensive health insurance coverage
- Retirement savings plan with company contribution
- Paid time off and holiday schedule
- Professional development stipend
- Flexible work hours and remote options
- Parental leave policy
- Mental health and wellness resources
- Employee assistance program
- Annual performance bonus
- Stock option eligibility
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with flexible scheduling
Team
Collaborative environment within a growing customer-facing division
About the Team
This role operates within a dedicated customer success unit focused on long-term client outcomes. The team emphasizes proactive engagement, data-driven decision-making, and cross-functional alignment to ensure customer goals are met and exceeded.
Growth Opportunities
The position offers a clear path for professional advancement, including leadership development programs and exposure to executive-level strategy discussions. Internal mobility is encouraged and supported.
Available for qualified candidates
