Sr. Manager, Customer Success

About the role

The Senior Manager, Client Success leads the SMB and Mid-Market Customer Success organization, reporting directly to the Head of Customer Operations. The role involves leading a team of six Customer Success Managers, overseeing approximately $5M in Annual Contract Value, and ensuring the delivery of exceptional customer outcomes while driving retention, growth, and operational excellence.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers through regular 1:1s, performance management, and career development.
• Own team performance across customer retention, renewals, customer health, product adoption, and expansion pipeline generation.
• Partner with CSMs on strategic customer relationships, executive conversations, and complex customer escalations.
• Establish scalable operating rhythms for account reviews, renewal forecasting, health monitoring, and portfolio management.
• Champion the adoption of AI and automation across the Customer Success organization by identifying opportunities to eliminate manual work, improve customer experiences, and enable the team to scale without sacrificing service quality.
• Analyze customer and team performance data to identify trends, coaching opportunities, and process improvements.
• Partner with Sales to ensure successful customer transitions and identify expansion opportunities.
• Collaborate with Implementation, Technical Account Management, Customer Experience, Product, and Engineering to deliver an exceptional end-to-end customer experience.
• Build and improve playbooks, customer journeys, and operational processes that enable the team to scale efficiently.
• Serve as the voice of the SMB and Mid-Market customer internally by advocating for customer needs and communicating product feedback.
• Help recruit, onboard, and develop future Customer Success talent as the organization continues to grow.

Requirements

• 7+ years of experience in Customer Success, Account Management, or other customer-facing SaaS roles.
• 3+ years of experience managing Customer Success or Account Management teams.
• Proven track record of driving customer retention, renewals, and team performance.
• Strong analytical skills with experience using customer health metrics and performance data to drive decisions.
• Demonstrated ability to partner cross-functionally across Sales, Product, Engineering, Support, and Operations.
• Demonstrated experience leveraging AI, automation, or workflow tooling to improve team productivity, customer experience, or operational efficiency.
• Experience managing executive-level customer relationships and customer escalations.
• Experience working in SaaS, HR Tech, fintech, healthcare, or employee benefits is preferred.