Key skills
Customer Success ManagementAccount ManagementB2B SaaSGross Revenue Retention (GRR)Net Revenue Retention (NRR)Tiered Customer Success ModelDigital Asset Management (DAM)Product Information Management (PIM)AI-powered Customer SuccessChurnZeroClaudeChatGPT EnterpriseGainsightSalesforceGongChilipiperExcelTableauPower BIExecutive communicationCoaching mindsetAILLMAgenticSaaSLeadershipCollaborationCustomer SuccessSales
About this role
Canto is a leader in digital asset management, empowering businesses to manage and distribute their digital assets effectively. The Senior Manager, Customer Success will lead the global Customer Success organization, focusing on driving product adoption and ensuring measurable customer value throughout the customer journey.
Responsibilities:
- Lead and develop a Global CS Organization – Recruit, mentor, and manage a multi-layered team across NAM and EMEA. Foster a high-performance culture with meaningful visibility into customer-level execution; support Associate Managers’ development into full Manager roles
- Own GRR and NRR Outcomes – Define and track KPIs, including product adoption rates, time-to-value, customer health scores, and NPS; regularly present insights to senior leadership
- Drive Product Adoption and Customer Value – Develop and execute strategies to ensure customers achieve critical adoption milestones and realize measurable business value post-onboarding
- Build Scalable CS Processes – Implement tiered engagement frameworks, playbooks, and health scoring to efficiently support a growing customer base—high-touch programs for enterprise and a digital-first motion for lower-ACV segments
- Champion AI-Powered Customer Success – Drive adoption of AI and agentic AI capabilities across the CS org, including intelligent automation in platforms like ChurnZero and enterprise tools like Claude, to improve CSM efficiency and proactive engagement at scale
- Partner Cross-Functionally – Align closely with Account Management, Implementation, Support, Product, RevOps, and Customer Marketing to ensure a seamless customer journey and shared accountability for retention and expansion goals
- Champion Customer Advocacy – Serve as the voice of the customer internally, channeling actionable feedback to Product and Marketing to improve experience and functionality
- Manage Escalations – Oversee adoption-related escalations and drive timely resolution in collaboration with cross-functional stakeholders
Requirements:
- 7+ years in customer success, account management, or related post-sales roles in a B2B SaaS environment
- 4+ years managing a CS or post-sales team with demonstrated experience building and scaling high-performing teams
- 1+ years managing people managers or actively developing senior ICs toward management roles
- Proven track record contributing to GRR and NRR outcomes by connecting adoption and health metrics to retention results
- Demonstrated experience designing and launching a tiered CS model, including high-touch enterprise programs and a digital-first motion for lower-ACV segments
- Experience in Digital Asset Management (DAM) and/or Product Information Management (PIM) industries, or working with marketing, creative, or library teams
- Experience leveraging AI and agentic AI within CS platforms (e.g., ChurnZero) or enterprise LLM tools (e.g., Claude, ChatGPT Enterprise) to automate workflows and deliver insights at scale
- Experience building or managing a CS presence in EMEA, including regional customer dynamics and commercial nuances