Senior Manager, Customer Success - Remote

Overview

As Senior Manager of Customer Success at Stack Overflow, you’ll work in tandem with multiple internal stakeholders to renew and grow business in our existing Teams client base.

In Short

• Manage a team of Strategic segment-aligned Customer Success Managers (CSMs).
• Maintain awareness of the customer lifecycle and drive engagement.
• Coach CSMs on best practices for driving community adoption.
• Forecast, track, and report key deployment and adoption metrics.
• Be an account escalation point for adoption and renewal.
• Collaborate with internal and external stakeholders.
• Identify common customer challenges to enhance product solutions.
• Partner cross-functionally with Sales, Product, Engineering, and Marketing.
• Create internal and customer-facing assets and presentations.

Requirements

• 5+ years of B2B Enterprise SaaS Account Management experience.
• 3+ years in a management role leading Customer Success teams.
• Knowledge of Customer Success management best practices.
• Outstanding communication skills with various stakeholders.
• Passion for customer success and improving experiences via technology.
• Deep understanding of customer journeys and sales cycles.
• Consistent track record of professional customer service.
• Ability to prioritize and multitask under pressure.
• College degree (BA/BS).
• Experience with CSM tools such as Salesforce and Amplitude.

Benefits

• Competitive Base Salary.
• Unlimited FTO.
• Generous parental leave and family care leave.
• Equity for all employees.
• Industry-leading health benefits.
• Company-paid Life Insurance.
• Home Internet stipend.
• Professional allocation for growth and development.
• One-time allowance for home office setup.
• Access to learning resources like LinkedIn Learning.