Senior Manager, Customer Success

Job Overview

The Senior Manager, Customer Success is responsible for leading and scaling high-performing Customer Success teams that drive customer adoption, retention, value realization, and overall customer outcomes. This role leads Customer Success Managers, Technical Success Managers, or other customer-facing roles within the Customer Success function, while fostering consistency, operational excellence, and exceptional customer experiences across the customer lifecycle.

The Senior Manager translates organizational priorities into execution, develops leadership capability, optimizes processes, and drives measurable business results. This role partners closely with Account Management, Support, Professional Services, Product, and other cross-functional stakeholders to ensure alignment, scalability, and customer success outcomes.

ICIMS is a leading enterprise hiring platform that combines the scale and reliability of enterprise software with the transformative power of AI. Thousands of organizations across more than 200 countries and territories trust ICIMS to find and hire the people who shape their future and drive their business forward. Powered by insights from billions of hiring interactions, continuous AI innovation, and a highly extensible platform, ICIMS helps organizations turn talent acquisition into a competitive advantage.

For more than 25 years, ICIMS has delivered end-to-end hiring solutions that improve recruiting efficiency, reduce costs and create exceptional candidate experiences.

ICIMS helps solve one of the biggest challenges businesses face today: building a workforce that can adapt, scale, and perform in an increasingly competitive and unpredictable talent market. We uniquely do that by combining enterprise-grade hiring technology, AI-powered insights and automation, and connected talent experiences to help organizations improve hiring outcomes while driving measurable impact.

Team Leadership & Talent Development

• Lead, coach, and develop Customer Success managers to drive engagement, accountability, and performance.
• Build capability through ongoing coaching, feedback, talent development, workforce planning and succession planning.
• Establish clear expectations, performance standards, and development plans aligned to organizational goals.
• Foster a culture of customer advocacy, collaboration, continuous learning, and results orientation.

Operational Excellence & Execution

• Translate strategic priorities into actionable plans and ensure consistent execution across teams.
• Drive operational performance through the use of metrics, customer health indicators, productivity measures, and business insights.
• Monitor team performance, identify trends, and implement improvements to increase effectiveness and scalability.
• Optimize processes, workflows, and ways of working to improve customer outcomes and operational efficiency.
• Ensure consistent execution of customer engagement strategies, risk management practices, and success planning methodologies.

Customer Outcomes & Business Impact

• Provide strategic oversight of customer portfolios to ensure customers realize value and achieve business objectives.
• Partner with leaders across Customer Success, Account Management, Support, Product, and Professional Services to drive retention, adoption, and customer satisfaction.
• Identify organizational risks, customer trends, and opportunities for proactive intervention.
• Support renewal and growth objectives through effective customer success strategies and execution.
• Champion the voice of the customer and leverage insights to influence business priorities, product improvements, and customer experience initiatives.

Strategic Leadership & Cross-Functional Partnership

• Build alignment across teams and stakeholders to ensure coordinated execution of shared objectives.
• Serve as a key stakeholder in organizational planning, helping shape Customer Success strategy and priorities in partnership with senior leaders.
• Lead organizational initiatives, change management efforts, and continuous improvement programs.
• Identify patterns, dependencies, and barriers across teams and implement scalable solutions.
• Influence decisions and drive outcomes through collaboration, communication, and leadership across the organization.
• Contribute to strategic planning, workforce planning, and organizational design discussions.

• Bachelor's degree or equivalent experience.
• 7-11+ years of related experience in Customer Success, Account…