Own Renewal Outcomes and Value Realization
Accountable for identifying, managing, and mitigating renewal risk across the team’s customer portfolio
Ensure customer success plans are outcome-focused and aligned to customer value realization strategies
Coach Customer Success Managers to lead value-based customer engagement
Drive adoption of new products, services, and commercial capabilities within the customer base
Establish clear expectations for customer cadence, success planning, renewal readiness, and escalation
Ensure consistent engagement practices that reduce variability and minimize reactive issues
Partner with Sales Managers to align on renewal timing, messaging, and expansion opportunities
Leverage customer health indicators, risk signals, and portfolio insights to prioritize team effort
Provide regular inspection, feedback, and enablement aligned to commercial outcomes
Coach and develop Customer Success Managers to strengthen commercial capability
Translate transformation intent into clear expectations and operating routines
Demonstrate inclusive leadership, timely feedback, and accountability for results during periods of change.

Bachelor’s degree in a business-related discipline or equivalent practical experience
Experience leading Customer Success or Go-To-Market teams in a scaled, segmented environment
Proven track record in building and executing commercial capability and renewal strategies
Strong understanding of adoption, retention, renewal readiness, and expansion disciplines
Experience leading teams through operating model and behavioral change.

Senior Manager, Customer Success – Channel

Key skills