Senior Customer Success Manager

What You Will Do:

Job Purpose

The Senior Manager of Customer Success provides strategic leadership for the customer success function, translating company objectives into scalable service strategies, operational plans, and team execution. This role is responsible for leading managers, individual contributors, and teams to deliver an exceptional customer experience, strengthen customer relationships, improve retention, and achieve business performance goals. The Senior Manager balances service excellence with operational discipline, proactive risk management, and on‑time delivery, while partnering cross‑functionally to elevate the voice of the customer, improve processes and systems, and support enterprise priorities.

• Strategic Leadership: Define and execute the customer success strategy in alignment with business objectives, translating priorities into operational plans, service standards, and measurable outcomes.
• Team Leadership & Development: Lead, coach, and develop managers and team members across both in‑person and remote environments to build a high‑performing, customer‑centric organization with strong accountability, engagement, and continuous development.
• Customer Advocacy & Voice of the Customer: Represent the voice of the customer across the organization by identifying themes, gathering feedback, and partnering with internal stakeholders to improve the customer experience, processes, and business outcomes.
• Customer Retention & Relationship Health: Support customer retention and long‑term relationship health by ensuring service delivery meets expectations, strengthening customer trust, and proactively addressing risks that may impact satisfaction or loyalty.
• Operational Excellence: Establish and improve policies, procedures, and service expectations that increase consistency, efficiency, quality, and responsiveness across the customer success function.
• Project & Change Management: Lead cross‑functional initiatives and service improvement projects, managing priorities, timelines, stakeholders, and execution to support organizational goals.
• Customer Escalation &
  
  Risk Management:
  
  Serve as the senior point of escalation for complex customer issues, while proactively identifying risks, monitoring customer health indicators, and resolving concerns with sound judgment and professionalism.
• Performance, Workforce Planning & Analytics: Monitor service metrics, labor capacity, customer trends, and performance indicators to drive continuous improvement, support forecasting, and ensure appropriate staffing and resource planning.
• Systems & Process Improvement: Identify opportunities to enhance customer success tools, reporting, workflows, and processes in order to improve visibility, efficiency, scalability, and the overall customer experience.
• Cross‑Functional
  
  Collaboration:
  
  Partner with Sales, Manufacturing, Product, and other internal stakeholders to align customer success strategies, improve service delivery, and support business readiness.
• Budget & Resource Management: Support business planning through effective budgeting, staffing, and resource allocation to meet service demands and operational objectives.

Minimal qualifications required to be considered for entry into the job

• Bachelor’s Degree in Business Administration, Management, or related field with relevant work experience (Business, Leadership, or Management)
• Minimum 5 years of successful leadership experience managing customer‑facing teams, including people leadership, performance management, and cross‑functional collaboration.
• Strong experience using analytics, forecasting, and labor capacity modeling to assess performance, identify trends, and plan for future business needs.
• Experience using CRM and Microsoft Office Products
• Demonstrated experience leading projects or change initiatives, with the ability to manage priorities, stakeholders, timelines, and implementation effectively.

• Proven ability to lead high‑performing teams and drive accountability through clear expectations, coaching, and performance management.
• Strong…