Senior Manager of Customer Success

Responsibilities

• The Senior Manager, Customer Success is responsible for the overall success of our Enterprise Customers, post implementation
• Responsibilities include overseeing and mentoring a team of Enterprise Customer Success Managers, who strive for retention, adoptions, and key metrics such as customer health and NPS
• The Senior Manager, Customer Success will work cross-functionally with key teams such as Sales, Customer Experience, CS Operations, Support, Product and Development as the voice of the end user to support success goals
• Team Leadership:
  Lead, mentor, and develop a team of customer success managers (CSMs); set team goals, track performance, and provide regular feedback; conduct performance reviews and career development planning
• Customer Relationship Management:
  Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users; proactively identify and address customer needs and concerns; ensure customer satisfaction and drive customer loyalty
• Customer Success Strategy: develop and implement customer success strategies to drive adoption, retention, and growth; monitor key customer success metrics and identify areas for improvement; collaborate with sales, product, and engineering teams to ensure alignment and effective solutions
• Operational Excellence: ensure timely and effective delivery of customer success programs and initiatives; manage customer success processes and tools; identify and implement process improvements to enhance customer experience
• Strategic Planning:
  Contribute to the development of overall customer success strategy and roadmap; analyze customer data and insights to identify trends and opportunities; advocate for customer needs and feedback within the organization
• Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers
• Motivate and lead team to achieve OKR’s and deliver world class Gross & Net Retention result for Enterprise Customer Segment
• Managing Customer Retention & Churn
• Hold CSM’s accountable for team KPI’s and company OKRs
• Assist with User Groups, Webinars and User Forums
• Identify opportunities for Professional Services offered by R365, Advantage, and Radar
• Managing credits requests and resolving escalated Issues
• Manage customer programs and outreach initiatives
• Manage team expense reports and time off requests
• Provide industry, accounting, and solution expertise to the entire organization
• Other duties as assigned

• Flexible Time Off:
  Recharge when you need, so you can stay energized and focused.
• 401k with employer math.
• Stock options to purchase equity.
• Health Savings and Flexible Spending Accounts.
• Employee discount programs to lifestyle vendors and servcies.
• Fully Covered Health Insurance: R365 provides comprehensive medical, dental, and vision coverage—100% paid for full‑time employees.
• Annual learning and development reimbursement.
• Access to Linked In Learning.
• Employee recognition and TIP program.
• Fertility guidance and support.
• Online legal solutions.
• Paid parental leave.
• Disability insurance.
• Pet and life insurance.
• Wellness programs.
• Health concierge and support.
• Meditation and mindfulness courses.
• Gym discounts and virtual fitness classes.

Ability to teach and coach effectively

Salesforce experienceA proven track record as a Senior Manager of Customer Success Managers Bachelor’s degree or equivalent, Master’s degree or relevant certification a plus Strong understanding of all platforms and tools used by the team and can explain them for best practice use
10+ years in a customer facing role in customer success, account management or related roles

Efficient and timely with deadlines and deliverables

Experience supporting and maintaining Enterprise customers in a SAAS platform

Strong organization and time-management skills The ability to work independently without supervision

Ability to travel 25%
Very organized, detail oriented, and analytical

Knowledgeable in all areas of a scalable, delightful customer Journey Collaborative and flexible working style

Previous Gainsight experience or other customer success management platform

Previous  experience or other project management software