Senior Manager, Customer Success

📋 Description

• Lead a team of 4-5 Customer Success Managers with coaching and development.
• Drive performance reviews, coaching plans, and development conversations.
• Support hiring, onboarding, and ramping of new team members.
• Manage pipeline, renewals, account reviews, forecasting, and coaching touchpoints.
• Proactively manage customer relationships, renewals, adoption risk, and retention.
• Guide CSMs through complex customer situations and executive conversations.

🎯 Requirements

• Strong experience in people management in a post-sales leadership function in SaaS.
• Proven track record in performance management, coaching, and building accountability.
• Comfort leading through ambiguity with data-driven decision making.
• Experience handling customer risk, escalations, and complex stakeholder situations with sound
• Excellent communication; ability to build trust with customers and internal stakeholders.
• Comfort using AI tools to improve productivity and execution.

🎁 Benefits

• Medical, dental, and vision coverage with company-paid plan options.
• 401k with 5% matching.
• At least 25 days of PTO per year; paid educational and wellbeing days off.
• Parental, bereavement, and sick leave; wellbeing, development, and commuter allowance.
• Home office setup budget; weekly free office lunch; Workation (45 days annually).
• Company events and global team activities.