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