Senior Manager, Customer Success

Titan Cloud is a market-leading provider of Energy Asset Optimization, helping some of the world’s largest convenience stores, fleets, and suppliers reduce compliance risk. They are seeking a Senior Manager, Customer Success to help scale and optimize the Customer Success organization in North America.

Responsibilities:

• Lead a team of Customer Success Managers representing the North America Region
• Partner with Customer Success leadership to develop and optimize customer lifecycle programs, engagement models, success methodologies, and operational processes
• Drive strategic initiatives related to customer retention, adoption, health scoring, forecasting accuracy, and customer experience optimization
• Leverage AI to develop better visualizations, playbooks, and raising the bar to how we delight our customers
• Serve as an escalation point of contact as required
• Work to maintain key relationships with Top Customers
• Develop and maintain Customer Success operational metrics, dashboards, reporting frameworks, and business insights to support executive decision-making
• Identify trends, risks, operational gaps, and process improvement opportunities across the customer portfolio and recommend scalable solutions
• Assist to develop voice of customer activities and other CX leadership key initiatives
• Drive enablement initiatives that improve Customer Success Manager effectiveness, productivity, and consistency across the team
• Support organizational planning, territory/account segmentation strategies, capacity planning, and resource optimization efforts
• Help evaluate and optimize Customer Success technologies, workflows, automation opportunities, and operational tooling
• Act as a senior leader and strategic partner within the Customer Success organization
• Coach and mentor Customer Success Managers and team leads on operational best practices, account planning methodologies, stakeholder management, and organizational processes
• Drive accountability, operational rigor, and continuous improvement across the Customer Success organization
• Partner with leadership to improve organizational maturity, team effectiveness, and scalable execution models
• Support onboarding, training, and enablement programs for Customer Success team members
• Lead cross-functional initiatives that improve collaboration, communication, and customer experience delivery
• Influence organizational strategy through data-driven recommendations, operational insights, and process innovation
• Serve as a change agent within the organization by helping drive adoption of new processes, tools, and operational frameworks

Requirements:

• Bachelor's degree
• 8+ years of experience in Customer Success, Customer Success Operations, Revenue Operations, Program Management, or Account Management
• 3+ years of related leadership roles within high-growth SaaS or enterprise technology organizations
• Demonstrated experience leading operational initiatives within Customer Success or customer-facing organizations
• Strong understanding of Customer Success methodologies, customer lifecycle management, retention strategies, and SaaS business models
• Experience developing scalable operational processes, reporting frameworks, KPIs, and organizational workflows
• Experience working with executive leadership and presenting operational recommendations and business insights
• Strong leadership capabilities with experience mentoring, coaching, and influencing cross-functional teams
• Exceptional organizational, analytical, and strategic thinking skills
• Strong communication and stakeholder management capabilities across technical and non-technical audiences
• Highly organized with the ability to manage multiple strategic initiatives simultaneously in a fast-paced environment
• Strong technical aptitude with experience leveraging CRM, Customer Success platforms, reporting tools, and operational systems
• Passion for operational excellence, process optimization, and continuous improvement
• Comfortable navigating ambiguity and helping scale organizational processes within a growing company
• Willingness to travel up to 15%