Senior Manager, Mid-Market Customer Success - Remote

Overview

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!

In Short

• Lead the Mid Market Customer Success team at Iterable.
• Manage a team of Customer Success Managers to enhance customer satisfaction and ROI.
• Build relationships with customers and internal stakeholders.
• Identify business opportunities for customer retention and growth.
• Drive client satisfaction through regular check-ins and monitoring.
• Develop a scalable Customer Success strategy.
• Manage staffing, training, and career development for team members.
• Work collaboratively with Engineering, Product, Marketing, and Sales teams.
• Track metrics to measure team effectiveness.
• Proactively suggest improvements to the application.

Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years in a B2B customer success role in a SaaS environment.
• 3+ years of team management experience.
• Strong leadership and relationship-building skills.
• Ability to manage ambiguity and solve problems effectively.
• Exceptional communication and interpersonal skills.
• Technical understanding with a desire to teach customers.
• Empathy for customers and a drive to resolve their issues.
• Willingness to travel up to 25%.

Benefits

• Paid parental leave.
• Competitive salaries with equity and 401(k) plan.
• Medical, dental, vision, and life insurance.
• Balance Days (additional paid holidays).
• Fertility & Adoption Assistance.
• Paid Sabbatical.
• Flexible PTO.
• Monthly Employee Wellness allowance.
• Monthly Professional Development allowance.