Senior Sales Manager - Account Success Representative

About the role

Manages the activities and performance of the Account Success Representative and Digital Sales Support team, providing leadership and expertise in customer relationship management, retention, account growth, and customer satisfaction. Develops and implements customer success strategies and engagement programs that support current and future customer needs, drive account retention and expansion opportunities, and strengthen long-term customer relationships.

Responsibilities

• Lead and develop the Account Success Representative and Digital Sales Support team, fostering a high-performance culture focused on customer retention, satisfaction, adoption, and long-term account growth.
• Establish clear goals, performance expectations, and customer success metrics while holding team members accountable for delivering exceptional customer experiences and business outcomes.
• Drive execution of customer success strategies by aligning team activities with organizational objectives, customer lifecycle priorities, and retention goals.
• Provide leadership, coaching, and ongoing development opportunities to enhance team capabilities in relationship management, customer engagement, issue resolution, and value realization.
• Champion a customer-first approach by ensuring proactive account management, identifying customer risks and opportunities, and partnering with cross-functional teams to drive successful outcomes.
• Oversee customer portfolio health by monitoring key performance indicators, customer satisfaction trends, renewal readiness, and account engagement metrics to drive retention and growth.
• Collaborate with Sales, Operations, Service, and other business partners to ensure seamless customer onboarding, adoption, and ongoing support throughout the customer journey.
• Develop talent through workforce planning, recruitment, succession planning, and career development initiatives, building a strong pipeline of future leaders and customer success professionals.
• Foster a culture of accountability, collaboration, and continuous improvement by encouraging open communication, sharing best practices, and recognizing team achievements.
• Utilize customer insights, performance data, and industry trends to identify opportunities for process improvements, enhance customer outcomes, and support strategic business objectives.
• Ensure operational excellence through accurate customer documentation, account records, renewal tracking, and compliance with established policies and procedures.
• Manage escalated customer concerns and complex account issues, partnering with internal stakeholders to drive timely resolution and strengthen customer relationships.

Qualifications

• Must live and work in the U.S.
• Bachelor's Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant experience.
• 5 years of experience in management or leadership positions (in addition to education requirement).

Physical Requirements

This job primarily operates in a remote work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Pay

The expected base pay range for this position across the U.S. is $112,000 - $140,000. The specific salary offered to a successful candidate may be influenced by factors including relevant experience, education, training, certifications, qualifications, and work location. This position is also eligible for incentive pay.

Benefits

• Competitive total compensation package including medical, dental, vision, life insurance, and short-term disability.
• Stock purchase plan and company matching on a 401(k).
• Paid vacation, holidays, and personal days.