Senior Manager, Customer Success
On-siteRaleigh, North Carolina, United States
Job Summary
Set high standards for account strategy across complex Mid-Market and Enterprise accounts, including multi-threading and executive engagement. Lead a team of 7 to 10 CSMs by coaching reps on execution, refining retention and expansion playbooks, and establishing operating rhythms that drive consistent quality. Own segment performance and lifecycle outcomes by analyzing churn risk, adoption gaps, and expansion blockers to inform GTM strategy and product development. Partner with Sales, Product, and leadership to resolve cross-functional friction and translate field insights into actionable growth motions. Operate with autonomy to shape outcomes while ensuring high effectiveness in your team's books of business.
Required Qualifications
- 8+ years of experience in Account Management, Customer Success, or Sales roles within a SaaS or hardware/software company, with a track record of growing and deepening enterprise partnerships over time.
- 3+ years in a direct leadership role managing Customer Success Managers or Account Managers, with demonstrated ability to develop teams executing against enterprise accounts.
- Proven experience managing high-touch, multi-site, or enterprise customer portfolios with complex, multi-stakeholder buying centers.
- Demonstrated ownership of business outcomes including retention, expansion, and lifecycle performance, with specific results you drove, not just team activity.
- Experience coaching individual reps to improved performance, developing durable skill rather than only running enablement programs.
- Track record of holding a high performance bar with candor, including accurate talent calibration and managing performance directly.
- Strong ability to identify structural patterns, diagnose root cause, and drive resolution across functions.
- Ability to operate effectively in ambiguity, actively collecting context you need to iterate without relying on fully detailed playbooks or SOPs handed to you.
- Strong cross-functional leadership and stakeholder management skills at the senior level.
- Excellent communication skills, with the ability to translate complex segment dynamics into clear, structured signal for executive leadership.
- Ability and eagerness to travel ~25%
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