Remote Senior Manager, AI-Driven Customer Success & Growth

Ladders; United States; Remote; USD 126,000 - 190,000; Full time

Benefits offered by this job

Remote‑friendly

Development stipend

Health & parental leave

Bonuses & equity

Competitive compensation

Job summary

Ladders is seeking a Manager II, Customer Success to lead a high-impact customer success function in a remote setting. The role focuses on retention, expansion, and product adoption across a large portfolio, shaping segmentation and team operations in collaboration with Sales.

The role requires hands-on leadership in escalations, team development, and leveraging AI/automation to improve productivity and scale. Strong analytical, leadership and strategic thinking are essential.

Qualifications

• 5+ years of experience in Customer Success or Account Management.
• 2+ years leading teams of customer success managers with large portfolios.
• Experience redesigning digital customer success models to improve retention.
• Proven track record of driving retention and expansion outcomes.
• Strong analytical skills for data-driven decision-making.
• Ability to lead effectively in fast-paced, ambiguous environments.

Responsibilities

• Develop customer segmentation strategies to improve engagement
• Drive retention as a core focus in customer success decision‑making
• Collaborate with Sales to support account growth and expansion
• Enhance product adoption through customer success initiatives
• Hire and manage a team of customer success managers handling large account portfolios
• Increase team productivity through the use of AI and automation
• Lead critical customer escalations directly when needed

Skills

Customer Success

Account Management

Team Leadership

Data Analytics

AI & Automation

Tools

AI & Automation

Job description

Ladders is seeking a Manager II, Customer Success to lead a high-impact customer success function in a remote setting. The role focuses on retention, expansion, and product adoption across a large portfolio, shaping segmentation and team operations in collaboration with Sales.

The role requires hands-on leadership in escalations, team development, and leveraging AI/automation to improve productivity and scale. Strong analytical, leadership and strategic thinking are essential.