Senior Manager, Strategic Customer Success

Responsibilities

Lead & Develop a High-Performing Team

• Hire, mentor, and develop Strategic CSMs, fostering accountability, ownership, and customer obsession.
• Build operating rhythms, expectations, and success metrics for consistent performance.
• Coach team to act as trusted advisors on GRC and security programs.

Demonstrate Strategic Ownership

• Diagnose challenges and design proactive solutions.
• Evolve upmarket success motion including onboarding, planning, risk identification, and value realization.
• Operate at multiple altitudes to solve systemic issues and root causes.

Drive Data-Informed Customer Outcomes

• Use data for portfolio health, risk forecasting, and prioritization.
• Translate insights into action plans for adoption, expansion, and retention.
• Partner with RevOps on metrics, dashboards, and performance mechanisms.

Apply GRC Expertise or Learning Agility

• Advise on complex frameworks, risk programs, and best practices.
• Demonstrate domain curiosity and rapid learning for customer strategy.

Influence Cross-Functionally

• Collaborate with Sales, Account Management, Product, and Marketing.
• Represent strategic customer voice for product roadmap and improvements.
• Participate in executive customer conversations and roadmap discussions.

Model Leadership Judgment & Resilience

• Guide team through escalations with clarity and principled decisions.
• Maintain focus through change, setbacks, and ambiguity.
• Champion iterative, learning-oriented culture.

Engage Strategically With Customers

• Travel 25–40% for onsite engagements, executive reviews, and partnership meetings.
• Strengthen executive alignment and business value communication.

Requirements

Experience & Background

• 7+ years leading customer-facing or consulting teams for Enterprise/Strategic accounts.
• Expertise in GRC or security compliance, or proven rapid domain mastery.
• Track record of owning strategic problems and driving scalable outcomes.

Leadership Capabilities

• Strategic ownership, data literacy, business acumen, leadership judgment.
• Strong communication, influence, resilience, iteration speed.
• GRC fluency or learning agility.

Skills & Attributes

• Exceptional critical thinking, structured problem-solving, situational awareness.
• Comfort leading through uncertainty and change.
• Strong executive presence and high-stakes conversation experience.
• Open to using AI responsibly to amplify skills.

Compensation & Benefits

• Industry-competitive salary and equity.
• Comprehensive medical, dental, vision (100% employee-only premiums covered for most plans).
• 16 weeks fully-paid Parental Leave.
• Health & wellness, remote workspace, internet, cellphone stipends.
• Commuter benefits for SF/NYC offices.
• Family planning, 401(k) matching, flexible PTO, 11 holidays.