Lead, coach, and develop a team of Customer Success Managers to deliver strong customer outcomes, retention, and growth
Establish clear team goals, operating plans, and success metrics aligned with organizational priorities
Drive consistent execution of customer success strategies, ensuring scalable and repeatable engagement models across the portfolio
Guide development and execution of Customer Success Plans that align to customer business objectives and KPIs
Enable identification and execution of expansion opportunities through increased product adoption and value realization
Drive proactive risk management strategies that improve customer health and reduce churn
Partner cross functionally with Sales, Professional Services, and Renewals teams to align on customer strategy and lifecycle execution
Ensure seamless coordination of implementation, adoption, and ongoing success activities across the customer journey
Support development of customer advocacy, reference programs, and success storytelling
Use data and insights to influence strategy, improve team performance, and optimize customer outcomes

4+ years of people management experience in SaaS Customer Success environments
8+ years of experience as a Customer Success Manager in high growth SaaS organizations
Bachelor’s degree in a technology or business related field
Strong understanding of customer experience platforms and related technologies
Experience using CRM and customer success tools such as Salesforce and Gainsight
Demonstrated ability to translate data insights into strategic business impact
Proven experience influencing cross functional teams and driving alignment
Strong communication, presentation, and stakeholder management skills
Ability to manage complex customer environments with both technical and business considerations

Senior Manager, Customer Success

Key skills