Senior Manager, Customer Success – Specialized Products

Responsibilities

• Lead a team of Specialized Customer Success Managers (CSMs) focused on driving product adoption, value realization, retention, and expansion for AI-enabled products
• Operationalize Customer Success for emerging solutions
• Partner closely with cross-functional leaders to translate evolving AI strategy into repeatable, outcome-driven execution
• Set clear performance expectations tied to customer outcomes
• Build AI literacy across the team and customer base
• Own post-go-live success across portfolio, including customer health, value delivery, renewal readiness, and risk management
• Design, test, and operationalize playbooks, engagement models, and success motions
• Lead executive-level conversations and Executive Business Reviews
• Develop customer advocacy and reference stories

• 8+ years of experience in Customer Success, Consulting, Strategy, or related roles in complex environments
• 5+ years of people leadership experience, including developing high-performing teams
• Experience working with enterprise customers and executive-level decision-makers
• Demonstrated success driving adoption, retention, and expansion outcomes
• Experience resolving customer issues and managing escalations at both the business-owner and executive levels
• Demonstrated executive presence
• Skilled at building and maintaining productive relationships with customers, internal partners, and cross-functional teams
• Experience leading through accountability, continuous learning, and improvement
• Comfortable operating in ambiguous, rapidly changing environments
• Background in consulting, value-focused customer engagement, or strategic program development
• Experience partnering across multiple functions to drive aligned execution