Senior Manager, Customer Success

About the role

At AbsenceSoft, we’re transforming the employee experience. Our secure, intuitive technology helps employers bring humanity, certainty, and efficiency to some of the most complex moments in the workplace. Built by HR professionals for HR professionals, we’re proud of where we’ve been and even more excited about where we’re going. We're looking for a Senior Manager, Customer Success to lead a team of customer success professionals while operating with a scope that extends well beyond direct team management. Beyond driving client outcomes and team performance, you'll build the scalable frameworks, processes, and systems that elevate the broader CS organization — contributing to CS strategy, participating in customer-facing and industry initiatives, and leading cross-functional efforts that strengthen how AbsenceSoft delivers value at scale. This is a role for a leader who makes the people and systems around them better.

Responsibilities

• Lead, coach, and develop a team of customer success professionals to deliver exceptional client experiences and measurable outcomes
• Establish and track team KPIs, including adoption, retention, customer health scores, and satisfaction metrics
• Recruit, develop, and retain top CS talent, building a pipeline of promotion-ready professionals
• Serve as an escalation point for complex customer issues and strategic accounts
• Identify systemic gaps or inefficiencies in how the CS team operates, and design and implement the scalable frameworks, playbooks, and processes that address them across the broader organization
• Act as a resource and thought partner to peer managers and CS leadership, contributing a practitioner's perspective to broader CS strategy and driving cross-functional initiatives with Sales, Product, Support, and Implementation
• Represent AbsenceSoft externally through customer events, advisory boards, industry forums, or other thought leadership opportunities
• Analyze customer data and feedback to surface insights that inform CS strategy, and partner with leadership to identify opportunities for expanding customer value through upsell and cross-sell
• Help maintain applicable organizational security and compliance controls within your department, role, and your team's roles

Qualifications

• Bachelor's degree in Business, HR, or a related field, or equivalent experience
• 7+ years of experience in customer success, account management, or a related field, including 3-4 years in a people leadership role
• Demonstrated experience building or improving CS processes, playbooks, or frameworks, with a talent for bringing structure to ambiguous challenges
• A strong track record of recruiting, developing, and retaining high-performing CS talent, with clear paths for growth
• Proven ability to operate independently and lead initiatives with minimal direction, thinking beyond your own team to what the broader organization needs
• Strong analytical skills, with the ability to interpret data and translate it into actionable improvements
• Excellent communication and relationship-building skills across internal teams, leadership, and external stakeholders, with the ability to influence without relying on positional authority
• Experience in HR technology, leave management, or a compliance-focused SaaS environment is a strong plus, as is familiarity with CRM and CS platforms such as Salesforce, Gainsight, or HubSpot
• A track record of contributing to CS strategy, cross-functional leadership initiatives, or external customer engagement such as events, advisory boards, or thought leadership is a plus
• A background in change management or scaling teams in high-growth