Manager, Strategic Customer Success

Superhuman is an AI productivity platform on a mission to unlock the superhuman potential in everyone. The Manager of Strategic Customer Success will lead a team of Strategic CSMs, developing consultative partnerships and driving measurable outcomes for Superhuman's most strategic accounts.

Responsibilities:

• Build, lead, and develop a team of Strategic CSMs. Setting a high bar for consultative depth, account health, and measurable outcomes, and actively developing your team's ability to meet it
• Design and own the high-touch success program for Superhuman's most strategic accounts: the frameworks, playbooks, and engagement models that ensure customers have the right expectations for what Superhuman can do, and that your team is the reason those expectations are met
• Develop your CSMs into genuine consultative partners — coaching them to navigate change management, set accurate expectations, and help customers rethink how they work across a multi-product suite
• Build and maintain executive relationships at key strategic accounts, serving as the escalation point and senior thought partner when the stakes are highest
• Define the metrics that matter across multi-product adoption, net revenue retention, and health scores, and build the operating cadence and accountability frameworks to track and improve them across the portfolio
• Be the primary voice for what strategic customers need from the product: synthesizing your team's account-level insights into clear, prioritized feedback that shapes Superhuman's roadmap, particularly for Agents and Go
• Partner cross-functionally with Sales, Solutions Engineering, Product, and Partnerships to ensure a unified customer experience from pre-sale through expansion, and to remove the organizational friction that holds accounts back
• Drive adoption of AI tools and workflows across your team, improving how CSMs prioritize accounts, surface risks, and free up time for the high-touch work that actually moves relationships forward
• Experiment deliberately: test new models for how strategic CS is delivered, document what works, and build toward a repeatable motion that can scale beyond the strategic tier

Requirements:

• Has a track record of building and scaling high-performing CS teams from scratch, not just optimizing an inherited operation. Creating clear operating cadences, performance frameworks, and a culture of accountability
• Knows what great consultative customer success looks like and can develop that capability in others: coaching CSMs to set accurate expectations, uncover customer goals, and drive results even when the path isn't obvious
• Has built teams that show up as credible, strategic partners at the executive level, and can coach CSMs to earn that trust and navigate the change management complexity that comes with displacing deeply embedded tools
• Develops people intentionally: invests in each CSM's growth, gives direct feedback, and creates the conditions for the team to do the best work of their careers
• Operates in both modes: visionary and executional. You can zoom out and design the system, and zoom in when the work calls for it, and know when each is needed
• Brings a builder's mindset: creates structure and rigor in a fast-moving environment without needing a mature operation to inherit, and is energized by figuring out what 'great' looks like before it's been defined
• Is deeply AI-fluent: uses AI in their own work, has a clear point of view on where it should augment versus step back in the customer relationship, and can drive meaningful adoption of AI-augmented workflows across the team
• Can synthesize quantitative and qualitative signals, from adoption metrics and health scores to account-level feedback. Converting these insights into decisions and product advocacy that are clear, timely, and grounded