Remote Senior Manager, Strategic Customer Success

Ladders; United States; Remote; USD 168.000 - 270.000; Vollzeit

Benefits dieser Stelle

Flexible time off

Onboarding and leadership training

Health benefits (medical, dental, and视

Parental leave support, fertility and

Wellness and telehealth options

Zusammenfassung

Ladders is seeking a Senior Manager, Strategic Customer Success to lead a high-performing CS organization focused on strategic accounts, retention, and expansion. This role partners with Sales, Product, Onboarding and Support to deliver a seamless customer experience and drive long-term value.

You will coach a team of 8-10 managers, establish operational discipline, and guide executive-level stakeholders to navigate complex customer needs and measurable outcomes.

Qualifikationen

• 3+ years of people management experience in Customer Success or Account Management.
• Experience managing large, complex enterprise accounts with renewal and expansion motions.
• Strong coaching, leadership, and communication skills to drive accountability.

Aufgaben

• Lead a team of 8-10 Customer Success Managers to hit KPIs and raise performance.
• Partner with CS Managers to execute retention strategies and identify expansion opportunities.
• Set clear expectations and operational discipline for accountability across the team.
• Anticipate risks and guide resolution strategies, engaging with executives as needed.
• Execute against strategic priorities and track progress with reporting and feedback.
• Collaborate with Product, Sales, Onboarding, and Support to ensure a seamless journey.
• Gather and synthesize customer feedback to inform product strategy and improvement.

Kenntnisse

People management

Strategic account management

Customer Success

Coaching

Leadership

Renewal & expansion

Jobbeschreibung

Ladders is seeking a Senior Manager, Strategic Customer Success to lead a high-performing CS organization focused on strategic accounts, retention, and expansion. This role partners with Sales, Product, Onboarding and Support to deliver a seamless customer experience and drive long-term value.

You will coach a team of 8-10 managers, establish operational discipline, and guide executive-level stakeholders to navigate complex customer needs and measurable outcomes.