Senior Manager, Customer Success

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Description

Descriptif du poste

We are looking for a Senior Manager of Customer Success to lead our California region, overseeing a team of CSMs. This role requires a hands-on leader who excels at coaching by doing, identifying and mitigating risks, and ensuring alignment across Customer Success, Sales, and other key teams.

The ideal candidate is a strong people leader with experience managing high-value, complex customer relationships and a proven ability to drive renewals and expansion. They should be comfortable getting into the trenches with their team, providing direct support when needed, and ensuring the region runs smoothly. Experience in martech, analytics, or a technical product is a plus.

What you’ll do:

  • People Leadership & Team Development:
  • Hire, onboard, and develop a high-performing team of CSMs.
  • Provide structured coaching and mentorship, elevating the team’s skills and impac
  • Lead by example—step in alongside CSMs to demonstrate best practices.
  • Drive proactive engagement strategies to improve customer adoption and value realization.
  • Customer & Business Impact:
  • Ensure strong renewal and expansion performance in your book of business.
  • Identify, assess, and mitigate risks across the customer base, working closely with CSMs to address challenges early.
  • Develop direct relationships with key stakeholders at top accounts to drive long-term success and retention.
  • Step in to personally support high-value or at-risk customers when necessary.
  • Develop and drive forecasting rigor, ensuring predictability in renewals and upsells.
  • Align with Sales and Professional Services to support customer success at all stages of the lifecycle.
  • Cross-Functional Collaboration & Regional Leadership:
  • Partner closely with Sales to drive expansion, align on growth opportunities, and manage pipeline forecasting.
  • Ensure that CS leadership and cross-functional partners (Sales, Product, Marketing, Professional Services, Support) are updated on key customer trends, risks, and successes in the region.
  • Serve as a key voice of the customer, advocating for needs and opportunities with internal teams.
  • Identify process improvements to increase efficiency and scale customer success operations globally.

    • What you’ll need to succeed:

  • Experience: 5+ years in Customer Success, including 3+ years managing a team.
  • People Leadership: Experience hiring, onboarding, and developing high-performing CSMs.
  • Book of Business Management: Proven ability to manage a high-value book of business ($10M+ ACV) and drive renewals/expansion.
  • Risk Management: Strong ability to proactively identify and mitigate risks in a customer portfolio.
  • Stakeholder Engagement: Experience building direct relationships with senior stakeholders at key accounts.
  • Cross-Functional Collaboration: Demonstrated success in aligning with Sales and other internal teams to drive customer success.
  • Executive Communication: Strong ability to provide clear, data-driven updates to leadership.
  • Industry Expertise: Experience in martech, analytics, or a technical product is a plus.

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