Senior Enterprise CS Leader — Growth, Retention & Expansion

Shopmonkey; Northern (KY); Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, vision, and life保险

Disability coverage

Employee assistance program

Parental leave

401(k)

11 paid holidays

Flexible time off

Matching donations

Job summary

Shopmonkey is seeking a Senior Manager of Customer Success to lead the Mid-Market and Enterprise segments, focusing on retention, adoption, and expansion. The role drives team performance through data-driven insights and strategic initiatives, mentoring MM and Enterprise CSMs to deliver exceptional customer outcomes.

You will partner with Sales, Product, and Support to ensure a seamless journey, develop playbooks for onboarding and reviews, and guide the team to achieve growth and improved

Qualifications

• 5+ years in B2B SaaS Customer Success, with at least 2+ years in a people management role overseeing Mid-Market or Enterprise accounts.
• Proven ability to build, mentor, and scale high-performing teams.
• Excellent communication and relationship-building skills.
• Proven ability to leverage customer health scores, usage metrics, and retention data to proactively manage risk.

Responsibilities

• Lead and mentor a team of MM and Enterprise Customer Success Managers (CSMs).
• Establish clear KPIs, target account health metrics, and growth objectives for your team.
• Drive Net Retention Rate (NRR), reduce logo churn, and identify expansion opportunities with Sales/AE teams.
• Collaborate with Sales, Product, and Support leaders to ensure a seamless customer journey.
• Leverage data to track team performance, customer health, and engagement strategies.
• Develop and refine CSM playbooks for onboarding, reviews, risk mitigation, and expansion for multi-shop operators.
• Partner with Product and Engineering to voice workflow needs of large auto shop operations.

Skills

People management

KPIs & metrics

NRR & churn

Enterprise accounts

Data-driven decisions

Job description

Shopmonkey is seeking a Senior Manager of Customer Success to lead the Mid-Market and Enterprise segments, focusing on retention, adoption, and expansion. The role drives team performance through data-driven insights and strategic initiatives, mentoring MM and Enterprise CSMs to deliver exceptional customer outcomes.

You will partner with Sales, Product, and Support to ensure a seamless journey, develop playbooks for onboarding and reviews, and guide the team to achieve growth and improved