Sr. Manager, Customer Success

About the role

This role will lead a customer success team focused on strengthening executive relationships, driving account health, and supporting retention and growth across a complex SaaS environment. The ideal candidate will partner closely with internal stakeholders to improve customer outcomes, refine customer success practices, and ensure proactive risk management. This position also plays a key role in coaching team members, building career paths, and fostering a strong culture of service and accountability.

Responsibilities

• Develop and lead a team of Customer Success Managers
• Build relationships with customer executives and resolve conflicts
• Partner with Customer Enablement to enhance customer success playbooks
• Provide coaching and feedback to Customer Success Managers on execution
• Manage account planning, business objectives, and risk mitigation
• Identify and escalate account risks as needed
• Support collaboration on renewals and expansion opportunities
• Hire and develop team members for career progression
• Foster a culture of customer success
• Collaborate with leadership to exceed customer expectations
• Travel approximately 25% for client visits

Qualifications

• 7+ years in account management, consulting, or customer success roles
• 3+ years managing customer-facing teams
• Experience in supply chain or related SaaS industries
• Bachelor's degree or equivalent experience; MBA preferred
• Familiarity with freight management and complex software

Compensation

$145,000 – $175,000 annually

Location & travel

Remote — US-based candidates only; no visa sponsorship available. Approximately 25% travel for client visits.

Benefits

• Medical, Dental & Vision benefits starting on first day
• 401(k) with employer match
• Bonus and incentive compensation with stock options
• Employer-paid life and short-term disability insurance
• Generous PTO, global recharge days, and volunteer days
• Paid parental leave for all parents
• Family planning and inclusive wellbeing resources
• Technology reimbursement
• Commuter benefits for in-office employees
• Annual Wellness Stipend
• Ongoing learning and development opportunities