Senior Manager of Customer Success - Remote

Overview

The Senior Manager of Customer Success will lead a global team of Customer Success Managers (CSMs) focused on driving product adoption and delivering measurable value to customers after the onboarding process is complete. This role is critical to ensuring customers achieve their desired outcomes by leveraging the product effectively, enhancing satisfaction, and minimizing churn.

In Short

• Lead and develop the Customer Success team.
• Drive product adoption and customer value.
• Establish and monitor success metrics.
• Build scalable customer success processes.
• Collaborate cross-functionally with various teams.
• Champion customer advocacy within the organization.
• Manage escalations and drive resolution.
• Develop and deliver customer training programs.
• Foster a proactive and value-driven culture.
• Implement a segmentation strategy for customer engagement.

Requirements

• 7+ years of experience in customer success, account management, or related roles in a B2B SaaS environment.
• 3+ years managing a team, preferably in customer success or a similar post-sales function.
• Track record of driving product adoption.
• Demonstrated success in leading initiatives to improve customer adoption, retention, and overall satisfaction.
• Deep commitment to understanding customer needs and delivering value-driven outcomes.
• Proven ability to inspire, mentor, and manage a team.
• Excellent verbal and written communication skills.
• Ability to develop and implement scalable strategies.
• Familiarity with Customer Success platforms and CRM systems.
• Ability to quickly learn and understand SaaS product features.

Benefits

• Start-Up Spirit: Embrace the excitement and flexibility of a growing company.
• Hands-On Impact: Your work directly contributes to our success.
• Learning by Doing: Our growth plans provide real-time learning.
• Close-Knit Team: Enjoy a tight-knit, supportive work environment.
• Open Communication: We value transparency and open dialogue.
• Problem-Solver's Paradise: Apply creativity to real-world challenges.
• Work-Life Harmony: We respect the balance between personal and professional life.
• Growth Opportunities: As we grow, so do opportunities for our team.
• Cultural Exchange: Learn from diverse colleagues in a global setting.