Senior Manager, Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Customer Success based in the United States.

We are seeking an experienced Customer Success leader to manage and scale a high-performing team supporting a large mid-market customer portfolio. In this role, you will oversee customer retention, reduce churn, identify expansion opportunities, and maximize recurring revenue. You will lead a team of approximately eight Customer Success Managers responsible for more than 800 customers and a $16 million revenue portfolio.

Combining strategic leadership with hand-on coaching, you will strengthen customer relationships and drive measurable business outcomes. You will also help modernize customer success operations through automation, AI-powered solutions, and proactive engagement strategies. This is an exciting opportunity to shape a growing customer success organization within a fast-paced, fully remote SaaS environment.

• Lead and manage a team of approximately eight Customer Success Managers responsible for supporting over 800 mid-market customers and a portfolio representing approximately $16 million in revenue.
• Recruit, develop, coach, and retain high-performing customer success professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Define and execute customer success strategies focused on product adoption, customer retention, churn reduction, and account expansion.
• Drive key business performance indicators, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and customer churn targets.
• Partner with Sales, Product, Marketing, and other internal teams to improve the customer experience, strengthen relationships, and deliver measurable customer outcomes.
• Build strong communication and collaboration practices across a fully remote organization, ensuring alignment and effective execution across departments.
• Lead strategic projects and operational improvement initiatives that support the growth, scalability, and effectiveness of the customer success function.
• Organize team meetings, performance reviews, coaching sessions, and development initiatives to maintain high standards of execution and accountability.
• Leverage Planhat to monitor customer health, identify retention risks and expansion opportunities, and guide data-driven account management decisions.
• Develop and optimize customer success workflows within Planhat, including AI-powered and agentic workflows, automated processes, and proactive customer outreach initiatives.
• Participate in customer calls, support complex account discussions, and coach Customer Success Managers through call shadowing, feedback, and role-playing exercises.
• Lead the team through periods of rapid growth, organizational change, and evolving business priorities while maintaining engagement and operational consistency.

• At least 3 years of experience in Customer Success leadership, including direct management of teams of approximately 6-10 or more Customer Success Managers.
• Proven experience recruiting, developing, and managing high-performing teams, with strong people leadership and performance management capabilities.
• Demonstrated success driving customer retention, reducing churn, and achieving NRR and GRR objectives.
• Confidence managing customer pricing discussions, particularly in the context of contract renewals, negotiations, and account expansion opportunities.
• Experience collaborating cross-functionally with Sales, Product, Marketing, and other business functions to improve customer outcomes.
• Excellent communication and relationship-building skills, with the ability to influence stakeholders…