Sr. Manager, Customer Success

Lead, coach, and develop a team of Customer Success Managers through regular 1:1s, performance management, and career development.

Own team performance across customer retention, renewals, customer health, product adoption, and expansion pipeline generation.

Partner with CSMs on strategic customer relationships, executive conversations, and complex customer escalations.

Establish scalable operating rhythms for account reviews, renewal forecasting, health monitoring, and portfolio management.

Champion the adoption of AI and automation across the Customer Success organization by identifying opportunities to eliminate manual work, improve customer experiences, and enable the team to scale without sacrificing service quality.

Analyze customer and team performance data to identify trends, coaching opportunities, and process improvements.

Partner with Sales to ensure successful customer transitions and identify expansion opportunities.

Collaborate with Implementation, Technical Account Management, Customer Experience, Product, and Engineering to deliver an exceptional end-to-end customer experience.

Build and improve playbooks, customer journeys, and operational processes that enable the team to scale efficiently.

Serve as the voice of the SMB and Mid-Market customer internally by advocating for customer needs and communicating product feedback.

Help recruit, onboard, and develop future Customer Success talent as the organization continues to grow.

You love developing people and helping teams perform at their highest level.

You balance empathy with accountability and enjoy coaching through both successes and challenges.

You're highly organized and operationally minded, with a passion for building scalable processes.

You're comfortable making data-driven decisions while maintaining a strong customer-first mindset.

You enjoy experimenting with AI tools, automation, and new ways of working, and you know how to translate those innovations into practical improvements for both customers and internal teams.

You thrive in fast-paced startup environments where priorities evolve quickly.

You're an exceptional communicator who can build trust with customers, teammates, and executive stakeholders alike.