Senior Manager, Customer Success

What You’ll Do

• Lead and develop a high-performing CSM team
• Manage, coach, and develop a team of Customer Success Managers
• Raise the bar on customer strategy, account planning, executive engagement, and execution quality
• Build clear team expectations, operating rhythms, and accountability mechanisms
• Support hiring, onboarding, performance management, and career development
• Foster a strong, collaborative, commercially minded, and customer-first team culture
• Help CSMs connect day-to-day customer activity to broader business outcomes, including adoption, retention, and expansion readiness
• Coach a range of CSM profiles, from newer team members who need structure and development to highly experienced CSMs who bring strong judgment, customer instincts, and deep expertise
• Drive customer outcomes and retention performance
• Lead team execution against customer health, product adoption, renewal readiness, and risk mitigation goals
• Partner with CSMs on strategy for high-priority, complex, or at-risk accounts
• Support CSMs in managing large, complex customers with multi-threaded relationships, executive stakeholders, technical dependencies, and meaningful commercial impact
• Identify trends across the customer portfolio and translate them into team priorities, playbooks, and cross-functional recommendations
• Improve how the team surfaces, manages, and communicates customer risk
• Support executive engagement and escalation management where needed
• Help ensure customers receive a consistent, high-quality post-sale experience across lifecycle stages
• Build scalable operating discipline
• Improve team playbooks, account planning practices, customer engagement models, and inspection cadences
• Establish regular operating rhythms to review team performance, customer health, adoption trends, renewal risks, and expansion signals
• Partner with CX Operations to improve reporting, customer signals, lifecycle programs, segmentation, and team workflows
• Identify process gaps that create friction for customers or CSMs and help drive practical solutions
• Bring operational rigor to forecasting, portfolio reviews, escalation management, and customer lifecycle execution
• Help build repeatable approaches that improve team efficiency, customer experience, and retention outcomes
• Partner cross-functionally to improve the customer experience
• Collaborate closely with Sales on account strategy, renewal planning, expansion opportunities, and risk mitigation
• Partner with Product and Engineering to ensure customer feedback, product gaps, and adoption blockers are clearly surfaced and actionable
• Work with Support and other post-sale teams to coordinate around escalations and critical customer moments
• Partner with CX Operations and Marketing to improve lifecycle engagement, customer communications, and scaled customer programs
• Partner with Trust and Safety and Professional Services to supercharge customer engagements
• Advocate internally for customer needs while aligning stakeholders around ownership, action, and follow-through
• Help strengthen the connection between what we sell, what customers adopt, and how customers realize measurable value

What We’re Looking For

• Meaningful experience leading Customer Success, Account Management, or another post-sale customer-facing team in a SaaS or subscription software environment. This should not be your first time managing a team.
• Experience supporting or leading teams responsible for large, complex, strategic customers with multi-threaded relationships, technical products, executive stakeholders, and meaningful commercial impact
• Experience managing a range of CSM profiles, from newer CSMs who need coaching, structure, and development to highly tenured CSMs who bring deep expertise, strong customer judgment, and occasionally know more than you do. Low ego required
• Experience managing senior ICs preferred, but not required
• Proven ability to coach CSMs through complex account strategy, executive engagement, renewals, adoption, and risk management
• Strong understanding of product adoption, customer health, renewal execution, expansion signals, and revenue retention
• Demonstrated ability to translate customer and team insights into scalable processes, playbooks, or operating improvements
• Strong operational rigor, including account inspection, forecasting support, KPI tracking, process improvement, and portfolio management
• Strong cross-functional leadership skills with the ability to influence Sales, Product, Support, Marketing, Operations, and leadership stakeholders
• Executive presence and comfort engaging with senior customer stakeholders, including C-level leaders
• Strong judgment, urgency, and calm under pressure when managing customer escalations
• Comfort navigating ambiguity, evolving priorities, and a business that is actively scaling its post-sale motion
• Experience with payments, fraud, fintech, usage-based pricing, transaction volume, or other volume-based products is a major plus
• Ability to travel as needed

What Success Looks Like

• A high-performing CSM team with clear expectations, strong accountability, and consistent execution
• Improved customer health, product adoption, lifecycle engagement, and renewal readiness across the team’s portfolio
• Stronger account planning, risk management, escalation handling, and executive engagement
• Better visibility into customer risk, adoption blockers, and portfolio-level trends
• More scalable team processes, playbooks, and operating rhythms
• Stronger cross-functional coordination around customer needs, product feedback, renewals, and lifecycle moments
• A team culture rooted in ownership, customer impact, commercial discipline, and continuous improvement