Leading a team of Success Guides to serve a broad portfolio of customers.
Developing the strategy and tactics to leverage the team and shared Customer Success capabilities to deliver best-in-class outcomes.
Advocating for customers by driving alignment across various departments.
Building and developing a high-performing team.
Guiding customers throughout their journey, establishing strong relationships.
Identifying and driving key initiatives, processes, tools, and programs to scale Success Guide motion.

5+ years of experience in customer success, success management, or professional services, preferably within a SaaS environment.
A track record of building and growing a high-performing team through talent acquisition, onboarding, and development, characterized by strong productivity and excellent morale.
Experience working with mid-market to enterprise scale customers and demonstrated ability to make rapid decisions and solve problems in a fast-paced environment.
Demonstrated experience leading in a dynamic, high-growth environment with a strong commitment to growing and developing team members and fostering an inclusive culture.
Track record of delivering against targets and KPIs, with proven success in establishing a clear vision and driving change within a customer-facing organization.
Customer-centric mindset that informs strategies, tactics, and execution.
Strong communication and stakeholder management skills, both with customers and cross-functionally.
Experience building customer relationships and driving adoption and change management across a diverse customer portfolio.
Diplomacy, tact, and poise under pressure when working through customer issues.
Comfort with collaboration across Sales, Renewals, and other Go-To-Market teams.

Senior Manager, Success Guide

Key skills