Sr. Manager, Customer Success

Job Description:

The Senior Manager, Customer Success is responsible for leading a team of Customer Success Managers and Customer Success Account Managers aligned to a specific sales region. This leader is accountable for driving customer adoption, value realization, retention, expansion readiness, and executive engagement across a portfolio of strategic customer relationships. Working closely with Sales, Support, Professional Services, Product Management, Education Services, and Partner teams, the Senior Manager ensures customers achieve measurable business outcomes while maximizing the value of their investment.

This role serves as the primary Customer Success leader for the region, partnering with sales leadership to execute account strategies, mitigate customer risk, identify growth opportunities, and improve overall customer health. The Senior Manager leverages AI-powered tools, customer intelligence platforms, predictive analytics, and digital success technologies to improve operational efficiency, surface customer insights, drive proactive engagement, and scale Customer Success best practices.

• Lead a regional Customer Success organization responsible for customer retention, adoption, business outcomes, and customer satisfaction.
• Partner with Regional Sales Directors and Account Executives to develop and execute account strategies.
• Ensure consistent execution of customer lifecycle motions including onboarding, adoption, value realization, business reviews, renewal readiness, executive engagement, and risk management.

• Own regional retention and renewal performance.
• Lead proactive identification and mitigation of customer risks.
• Support expansion and cross-sell motions aligned to customer business objectives.

• Drive adoption and effective use of AI-enabled Customer Success tools and platforms.
• Leverage predictive health models, telemetry, usage analytics, and AI-generated insights.
• Guide teams in utilizing AI copilots, automation, and digital success capabilities.
• Measure and improve AI impact on retention, productivity, and customer experience.

• Build relationships with customer executives and strategic stakeholders.
• Sponsor Customer Business Reviews and Executive Business Reviews.
• Support Executive Sponsor Program activities.

• Monitor customer health, retention trends, and portfolio performance.
• Drive forecasting, reporting, and continuous improvement initiatives.

• Lead a regional team of Customer Success Managers, Customer Success Account Managers, and related customer-facing professionals.
• Manage employee development, succession planning, territory alignment, operational performance, and employee engagement.
• Recruit, develop, and retain high‑performing Customer Success talent.
• Coach managers and individual contributors on executive engagement, adoption, and risk management.

• Deep understanding of Customer Success methodologies and subscription business models.
• Strong business acumen with experience managing retention and customer outcomes.
• Experience partnering with Sales, Services, Support, Product, and Executive Leadership.
• Strong executive presence and communication skills.
• Experience leveraging AI, analytics, customer intelligence platforms, and automation technologies.
• Proven ability to lead geographically dispersed teams.

• Bachelor's degree in Business, Technology, Accounting, Taxation, or related discipline.
• Master's degree preferred.
• 10+ years of Customer Success, Strategic Account Management, Professional Services, or Consulting experience.
• 5+ years leading managers and customer-facing teams.
• Experience leading AI-enabled transformation initiatives preferred.

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.

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