Senior Customer Success Manager

About the role

Shape and scale how Customer Success delivers impact by leading high-visibility programs that drive adoption, retention, and growth across the organization. This role is designed for someone who thrives at the intersection of strategy, data, and execution, owning key initiatives that influence how Customer Success operates at scale while maintaining direct engagement with a focused set of customers.

Responsibilities

• Lead and operationalize Customer Success programs, including adoption campaigns, customer engagement initiatives, and product enablement efforts across the organization
• Analyze program performance and customer data to identify trends, risks, and opportunities, driving continuous improvement and measurable impact
• Establish and standardize success metrics, definitions, and reporting to ensure consistency and accountability across the Customer Success team
• Partner with leadership to execute strategic initiatives such as GPR activities, Copilot programs, and CS-sourced opportunity tracking
• Partner with leadership to execute strategic initiatives such as GPR activities, Copilot programs, and CS-sourced opportunity tracking
• Manage a small portfolio of accounts, applying best practices and insights from your program work to drive meaningful customer outcomes
• Influence cross-functional stakeholders to adopt best practices and align on program execution and data integrity
• Support enablement efforts by translating insights into scalable processes, tools, and recommendations for the broader organization
• Manage a focused portfolio of 3 to 4 medium-touch customer accounts, driving adoption, retention, and value realization
• Build trusted relationships with customer stakeholders to support long-term success and platform adoption
• Align closely with Professional Services and Sales teams to ensure coordinated execution and opportunity alignment

Qualifications

• 5 to 8 or more years of experience in Customer Success, Program Management, or related SaaS roles
• Strong analytical background with experience interpreting data and driving insights from customer and program metrics
• Proven ability to influence without direct authority and drive alignment across teams
• Experience managing customer relationships within a SaaS or cloud-based environment
• Proficiency with tools such as Salesforce, Gainsight, and Excel or similar data analysis platforms
• Strong communication skills with the ability to present insights to both peers and leadership

Preferred Qualifications

• Experience with data visualization tools such as Tableau
• Background in Customer Success operations, enablement, or strategic programs
• Familiarity with CX, CCaaS, or enterprise SaaS platforms
• Experience aligning Customer Success with Professional Services and revenue teams
• Demonstrated ability to scale processes and improve performance through data-driven initiatives

Benefits

Medical, Dental, and Vision Insurance. Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments