Senior Manager, Customer Success Management - Enterprise/EMEA
Lead and scale a team of Customer Success Managers supporting Enterprise accounts, driving retention, growth, and operational excellence in a metrics-driven environment. Requires 4+ years in CS or account management with people management experience.
Leadership and People Management
- Build, lead, and mentor a team of CSMs supporting Enterprise customers
- Foster a collaborative, high-performance, and customer-centric culture
- Provide coaching, performance management, and career development support
- Drive accountability through clear goals, metrics, and regular feedback
Segment Strategy and Execution
- Partner with Customer Success and cross-functional leaders to define segment-specific strategies
- Execute programs tailored to Enterprise customer needs
- Design and operationalize engagement models
- Ensure consistency in customer journeys while adapting for segment nuances
Customer Management
- Maintain visibility into adoption, health scores, and engagement metrics across the portfolio
- Guide the team in identifying churn risks and expansion opportunities
- Drive proactive outreach and intervention based on data insights
- Support account reviews and leverage segment-level insights to improve outcomes
Client Engagement and Advocacy
- Ensure strong stakeholder relationships across Enterprise accounts
- Deliver consistent value through interactions
- Capture and synthesize customer feedback to inform internal teams
- Act as the voice of the customer to influence product and go-to-market strategy
Retention and Growth
- Collaborate with Sales, Product, and Marketing to drive adoption and expansion
- Support renewal strategies and improve retention outcomes across segments
- Leverage data to contribute to accurate forecasting and pipeline visibility
- Identify and scale growth opportunities within the Enterprise base
Operational Excellence
- Implement and refine processes that enable scale and efficiency
- Improve team productivity through tooling, automation, and best practices
- Standardize workflows and reporting for consistency and visibility
- Monitor industry trends and evolve engagement strategies accordingly
Requirements
- 4+ years of experience in Customer Success, Account Management, or related fields
- Prior people management experience with a track record of developing high-performing teams
- Experience supporting Enterprise or high-ARR customer segments
- Experience with high-touch customer success models
- Background in Cybersecurity, DevOps, or a related technical domain preferred
- Strong operational mindset with experience building or optimizing processes
- Proven ability to drive retention and growth in a metrics-driven environment
- Excellent communication and interpersonal skills across diverse audiences
- Bachelor’s degree in a relevant field; advanced degree preferred
Compensation and Benefits
- Up to $200,000 base salary + bonus (depending on experience)
- Equity/stock options
- Unlimited PTO
- Remote work with flexible coworking and team meetup opportunities
- Home office and internet stipend
- 100% health/dental/vision insurance coverage for you and your family
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