Senior Manager, Customer Success Management - Enterprise US East/EMEA

The role, in a nutshell

As a leader within the Customer Success organization, this role will partner closely with cross-functional teams to support and scale the CSM function. The ideal candidate brings strong people management skills, experience operating in high-volume, scaled customer environments, and a focus on driving efficient, data-informed customer engagement, retention, and growth strategies.

What you’ll do

• Leads, mentors, and develops a team of CSMs supporting Enterprise customers
• Fosters a collaborative, high-performance, and customer-centric culture
• Provides coaching, performance management, and career development support
• Drives accountability through clear goals, metrics, and regular feedback
• Partners with Customer Success and cross-functional leaders to define segment-specific strategies
• Executes programs tailored to Enterprise customer needs
• Operationalizes engagement models and ensures consistency in customer journeys while adapting for segment nuances
• Maintains visibility into adoption, health scores, and engagement metrics across the portfolio
• Guides the team in identifying churn risks and expansion opportunities
• Supports proactive outreach and intervention based on data insights
• Leads account reviews and leverages segment-level insights to improve outcomes
• Ensures strong stakeholder relationships across Enterprise accounts
• Delivers consistent value through interactions
• Captures and synthesizes customer feedback to inform internal teams
• Acts as the voice of the customer to influence product and go-to-market strategy
• Collaborates with Sales, Product, and Marketing to drive adoption and expansion
• Supports renewal strategies and improves retention outcomes across segments
• Leverages data to contribute to accurate forecasting and pipeline visibility
• Identifies and scales growth opportunities within the Enterprise base
• Implements and refines processes that enable scale and efficiency
• Improves team productivity through tooling, automation, and best practices
• Standardizes workflows and reporting for consistency and visibility
• Maintains awareness of industry trends and evolves engagement strategies accordingly

What we're looking for

• 4+ years of experience in Customer Success, Account Management, or related fields
• Prior people management experience with a track record of developing high-performing teams
• Experience supporting Enterprise or high-ARR customer segments
• Experience with high-touch customer success models
• Background in Cybersecurity, DevOps, or a related technical domain preferred
• Strong operational mindset with experience building or optimizing processes
• Proven ability to drive retention and growth in a metrics-driven environment
• Excellent communication and interpersonal skills across diverse audiences
• Bachelor’s degree in a relevant field; advanced degree preferred

About Us

We live and breathe our company values:

• We are customer obsessed — We focus on delivering solutions to our customers that create value and make their lives better.
• We have a bias for intentional action — We prioritize, plan, try things, and fail fast.
• We don't take ourselves too seriously (but we do serious work) — We are solving an important problem which takes focus, but we also like to enjoy the journey.
• We trust each other and assume good intentions — We're transparent with decisions to empower team members to make well informed decisions.

A few of the benefits we offer

• Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
• Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!)
• 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck.
• ∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset.
• 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.