Senior Manager, Customer Success - Remote

Overview

We’re supporting a fast-scaling global tech company searching for a Senior Manager, Customer Success with a unique blend of leadership, operational design, and technical fluency. This role goes beyond people management—we're looking for a systems builder. Someone who has designed and implemented customer success infrastructure from scratch: CRM setup, automations, playbooks, processes, and performance frameworks.

In Short

• Build and lead a high-performing Customer Success team.
• Design and implement CS systems: CRM, lifecycle playbooks, governance, automations, and customer health frameworks.
• Drive revenue via renewals, upsell, and cross-sell across a strategic customer portfolio.
• Deploy AI tools to surface insights, automate processes, and scale CS impact.
• Own and analyze churn to drive proactive retention strategies.
• Collaborate across Sales, Product, and Marketing to improve handoffs and enhance the customer journey.
• Establish scalable communication practices (e.g., onboarding, product updates, campaigns).

Requirements

• Proven builder of end-to-end CS infrastructure — not just a user of existing systems.
• Experienced in high-touch SaaS environments with complex customer needs.
• Skilled in CRM implementation, automation strategy, and governance design.
• Hands-on with AI tools that support CS automation, insights, and workflows.
• Known for designing scalable processes that deepen customer relationships systematically.
• Adept at leading global teams and driving results through both strategy and execution.

Benefits

• Confidential opportunity presented by Highlight TA.
• Flexible, on-demand talent solutions.
• Partnering with startups and scale-ups.
• Data-driven approach ensures fast hiring and access to top-tier talent.
• Flexible terms help save time and reduce costs.