Customer Success Senior Manager — Scale & Strategy (Remote)

AbsenceSoft; United States; Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Remote-first environment

Performance-based bonus

Equity opportunities

Learning and leadership programs

Flexible time off

Paid holidays

Job summary

AbsenceSoft is seeking a Senior Manager, Customer Success to lead a team of CS professionals and build scalable frameworks that elevate the entire CS organization. You will drive strategy, partner with Sales, Product, Support, and Implementation, and represent AbsenceSoft at industry events.

The role requires 7+ years in CS with 3–4 years in leadership, a track record of scaling processes, and strong analytical and communication skills.

Qualifications

• 7+ years in customer success or related field, including 3–4 years in people leadership.
• Experience building or improving CS processes, playbooks, or frameworks.
• Proven ability to recruit, develop, and retain high-performing CS talent with clear growth paths.
• Ability to work independently and influence broader organization.
• Strong analytical skills and data interpretation.
• Excellent communication and stakeholder relationship skills.
• Experience in HR technology, leave management, or compliance-focused SaaS is a plus.

Responsibilities

• Lead, coach, and develop a team of CS professionals to deliver exceptional client experiences and measurable outcomes.
• Establish and track team KPIs, including adoption, retention, health scores, and satisfaction metrics.
• Recruit, develop, and retain top CS talent, building a pipeline of promotion-ready professionals.
• Serve as an escalation point for complex customer issues and strategic accounts.
• Identify systemic gaps or inefficiencies in how the CS team operates, and design scalable frameworks, playbooks, and processes.
• Act as a resource and thought partner to peer managers and CS leadership, contributing to broader CS strategy.
• Represent AbsenceSoft externally through customer events, advisory boards, industry forums, or other thought leadership opportunities.
• Analyze customer data and feedback to surface insights that inform CS strategy, and partner with leadership to identify opportunities for upsell and cross-sell.
• Help maintain applicable organizational security and compliance controls within your department, role, and your team’s roles.

Skills

Leadership

Customer success

Process improvement

Talent development

Recruiting

Data analysis

Communication

Cross-functional

Strategic thinking

AI tools

Education

Bachelor's degree or equivalent in Business or HR

Tools

Salesforce

Gainsight

HubSpot

Job description

AbsenceSoft is seeking a Senior Manager, Customer Success to lead a team of CS professionals and build scalable frameworks that elevate the entire CS organization. You will drive strategy, partner with Sales, Product, Support, and Implementation, and represent AbsenceSoft at industry events.

The role requires 7+ years in CS with 3–4 years in leadership, a track record of scaling processes, and strong analytical and communication skills.