Sr Manager, Customer Success

Responsibilities

• Own customer health, engagement, and value realization outcomes for assigned portfolio
• Ensure consistent execution of Customer Success plans, onboarding, adoption, and lifecycle activities
• Proactively identify customer risks and lead mitigation actions to support retention and renewal outcomes
• Ensure all customers have defined success criteria that are actively tracked
• Review monthly and quarterly value reports
• Drive high customer satisfaction and long-term value realization
• People Leadership: Directly manage Customer Success Managers and/or first-line supervisors
• Set performance objectives and conduct regular performance reviews
• Provide coaching, mentoring, and development for team members
• Support hiring, onboarding, and capability development of Customer Success talent
• Operational Management: Execute standardized Customer Success processes, playbooks, and KPIs
• Maintain accurate renewal forecasts and visibility into customer health
• Drive adoption of Customer Success tools (e.g., CRM, health tracking platforms)
• Ensure disciplined execution of engagement models and lifecycle processes
• Cross-Functional Collaboration: Partner with Sales teams on: Renewal strategy, Account planning, Expansion opportunities
• Coordinate with Support, Product, and Services teams to ensure successful customer outcomes
• Align internal stakeholders to deliver consistent customer experience

Qualifications

• Minimum of 6 years of experience in customer success management or related field
• Advanced experience in SaaS and Cloud Solutions
• Advanced experience in communication protocols and IIoT platforms
• Experience growing Software Annual Recurring Revenue, expanding account usage, and reducing churn
• Knowledge of customer success tools, CRM systems, and data analytics to monitor customer health and engagement
• Experience working with cross-functional teams to deliver customer-centric solutions
• Bachelor's degree in Business Administration, Marketing, or a related field
• Strong problem-solving skills and ability to think strategically to drive customer outcomes
• Excellent organizational skills and ability to manage multiple customer accounts effectively