Senior Manager, Customer Success Management - Commercial/Digital
Skills
- Proven people management and coaching experience
- Experience operating in high-volume, scaled customer success environments
- Strong operational and process optimization skills
- Data-driven decision making and familiarity with health scores and forecasting
- Comfort with digital/tech-touch engagement models and automation
- Excellent cross-functional communication and stakeholder management
- Background or fluency in technical domains (SaaS, DevOps, or cybersecurity) preferred
Responsibilities
- Lead, mentor, and grow a team of CSMs supporting Commercial and Digital customer segments
- Define and execute segment-specific success strategies and scaled engagement models (high-touch and tech-touch)
- Monitor adoption, health scores, and engagement metrics; proactively surface churn risk and expansion opportunities
- Design and operationalize automated outreach, lifecycle programs, and self-service resources with Operations and Marketing
- Collaborate with Sales, Product, and Marketing to drive renewals, upsells, and accurate forecasting
- Standardize workflows, reporting, and processes to improve consistency and team productivity
- Serve as a voice of the customer; capture feedback and influence product and go-to-market decisions
- Establish clear goals, metrics, and performance management practices for the CSM team
Education
- Bachelor’s degree in a relevant field required
- Advanced degree preferred but not required
Benefits
- Equity / stock options with long exercise window
- Up to $200,000 base + bonus (depending on experience)
- 100% health, dental, and vision coverage for employees and dependents
- Unlimited / flexible paid time off
- 18 weeks paid parental leave for birthing parents; 12 weeks for non-birthing parents
- Remote-first culture with coworking & meetup stipends, home office and internet stipend
- Bi-annual summits and ongoing team meetups
Average salary estimate
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