Senior Customer Success Leader - Remote

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health & well-being

Flexible PTO

Equity & ESPP

Growth funding

Parental leave

ERGs

Job summary

Ladders is seeking a Manager of Customer Success to lead a remote, U.S.-based team focused on optimizing software adoption, client satisfaction, and long-term value for customers. The role partners with executives to align priorities and coach managers across the customer journey.

The position emphasizes high-touch customer relations, coaching, and process improvements to ensure a consistent experience and effective escalation handling.

Qualifications

• 5-7 years leading customer-facing teams in software/tech.
• Proven ability to drive software adoption and manage customer relationships.
• Experience with cloud technologies and security testing concepts.

Responsibilities

• Lead a team focused on customer adoption and satisfaction.
• Coach team members through feedback and career development.
• Partner with leadership to define team goals and align priorities.
• Manage staffing and resource assignments to meet customer needs.
• Develop senior-level customer relationships and support team partnerships.
• Collaborate with internal teams to ensure a consistent customer experience.
• Support customers during escalations and coordinate effective responses.
• Improve team processes and oversee initiatives tied to key objectives.

Skills

Leadership

Customer-facing

Software adoption

Agile

Cloud platforms

Executive communication

Coaching

Job description

Ladders is seeking a Manager of Customer Success to lead a remote, U.S.-based team focused on optimizing software adoption, client satisfaction, and long-term value for customers. The role partners with executives to align priorities and coach managers across the customer journey.

The position emphasizes high-touch customer relations, coaching, and process improvements to ensure a consistent experience and effective escalation handling.