Manager of Strategic Customer Success

Responsibilities

• Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership.
• Uplevel team performance through 1:1 coaching, skill development, and operational rigor.
• Drive process optimization across the customer journey — with a particular focus on adoption and optimization.
• Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management.
• Balance building scalable process with delivering the bespoke experiences our most complex customers expect.
• Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers.

Requirements

• Experience leading and developing Customer Success Managers in a SaaS environment.
• Understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches.
• Experience working with enterprise customers and scaling their use case as they grow in complexity.
• Helped implement and improve team processes, bringing a structured lens to scaling what works while staying adaptable.
• Comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience.
• Comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
• Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences.
• Understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success.

Nice-to-Haves

• Clear communication; ask clarifying questions with precision and distill complex concepts into simple, actionable themes.
• Listen deeply and act as both an advocate for the Customer Success team and a voice of the customer to internal stakeholders.
• Engage actively in resourcing and headcount planning conversations and bring a clear point of view.
• Love to coach and see every teaching moment as an opportunity to help the team grow and develop.
• Structured problem solver who thrives at solving complex challenges with innovative, scalable solutions.
• Eager to improve processes and workflows to enhance efficiency and efficacy.
• Detail oriented with pride in strong internal operations.