Sr. Manager Customer & Sales Success

Sr. Manager Customer & Sales Success### Sr. Manager Customer & Sales Success Apply:
United States - Ohio:
Full time:
Posted Today:
R72993
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* Job Summary:

** The Senior Manager, Customer Service & Sales Success is a strategic leadership role responsible for driving customer satisfaction, strengthening client relationships, and aligning customer success and sales operations to support sustainable growth. This position provides leadership across customer-facing functions, with a focus on operational excellence, customer retention, process improvement, and cross-functional collaboration. The ideal candidate is a results-driven leader who can develop high-performing teams, enhance the customer experience, and implement scalable strategies that support Tribute's long-term business objectives.
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* Job Description:

** Senior Manager, Customer & Commercial Success Tribute, Inc. | Remote — United States | Base salary: $110,000–$120,000 Why Join Tribute? Work directly with the CEO to build the function and shape the customer experience at a small, scaling company. You’ll have meaningful influence over customer success and revenue growth, with room to bring your ideas to life and grow your leadership.

Enjoy remote-work flexibility and the opportunity to build toward broader leadership responsibility as the business grows.
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* Reports to:

** CEO   
** Travel:
** Occasional travel, up to 10%

Role Overview As Senior Manager, Customer & Commercial Success, you’ll lead customer success, implementation, support, renewals, growth within existing accounts, and assigned sales and revenue priorities during a significant growth phase. Reporting directly to the CEO, you’ll build the processes and systems to retain more customers, grow recurring revenue, make implementation more consistent, and deliver a connected customer experience from implementation through renewal.

You’ll partner with the existing Sales team to win new customers. Full Sales leadership is outside the Senior Manager scope and would be assumed only upon promotion to Director, under the conditions outlined in Career Growth.

Key Responsibilities Customer and Revenue Leadership
* Lead customer success, implementation, support, renewals, growth within existing accounts, and assigned sales and revenue priorities, partnering with Sales on opportunities to win new customers.
* Turn company objectives into practical customer and revenue plans, regular planning and review routines, and measurable outcomes.
* Partner with Product, Engineering, Sales, and Finance to address customer needs and support sustainable growth.

Customer Success and Retention
* Create repeatable customer success guides, key performance indicator (KPI) dashboards, measures of customer health, and customer engagement processes.
* Build a proactive approach to customer engagement that identifies renewal risks, product adoption needs, and opportunities to grow existing accounts.
* Achieve and maintain customer retention of 90% or higher for managed accounts.

Revenue Growth and Sales Execution
* Own renewals, sales of additional products and services, upgrades, and account growth after the initial sale.
* Support selected opportunities to win new customers by providing customer insights, references, and guidance on how solutions meet customer needs, with clear handoffs to and from Sales.
* Work with Sales to track revenue opportunities, forecast recurring revenue and growth within existing accounts, maintain customer relationship management (CRM) records, and establish clear handoffs.
* Identify opportunities to provide professional services, improve the use of available service capacity, and increase customer value.

Team Leadership and Development
* Lead and develop a high-performing Customer…