Senior Customer Success Manager: Outcomes & Growth

Spectrum; Phoenix (AZ); Remote; USD 90,000 - 120,000; Full time

Job summary

Spectrum is seeking a Senior Customer Success Manager IV to own customer outcomes across a portfolio of enterprise accounts. You will partner across Sales, Delivery, Operations, Consulting, and Support to ensure retention and expansion.

You will lead value-based conversations, develop outcome plans, and drive adoption and renewal readiness. The role is based in Phoenix and requires a proven track record in managing complex enterprise relationships.

Qualifications

• Bachelor’s degree in a related discipline with 8 years experience, or a master’s degree with 6 years, or a PhD with 3 years, or 12 years of relevant professional experience.
• Experience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environments.
• Experience working with enterprise customers in managed services, cloud, SaaS, or complex delivery environments.
• Strong communication and stakeholder management skills.

Responsibilities

• Own accountability for ensuring customers realize the business outcomes and value aligned to Spectrum solutions.
• Develop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones.
• Lead customer conversations focused on value realization, adoption, and forward roadmap alignment.
• Manage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phases.
• Proactively identify risks to retention and develop mitigation plans.
• Ensure consistent execution of lifecycle touchpoints including onboarding, QBRs, and renewal readiness.
• Act as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering.
• Drive alignment across teams to ensure seamless customer experience and execution.
• Resolve cross-functional issues impacting customer outcomes or timelines.

Skills

Customer Success

Account Management

Stakeholder management

Cross-functional collaboration

Communication

Mentorship

Education

Bachelor’s degree

Master’s degree

PhD

12 years experience

Job description

Spectrum is seeking a Senior Customer Success Manager IV to own customer outcomes across a portfolio of enterprise accounts. You will partner across Sales, Delivery, Operations, Consulting, and Support to ensure retention and expansion.

You will lead value-based conversations, develop outcome plans, and drive adoption and renewal readiness. The role is based in Phoenix and requires a proven track record in managing complex enterprise relationships.