Senior Manager, Customer Success

Jobtailor; California (MO); Hybrid; USD 130,000 - 180,000; Full time

Job summary

Jobtailor is seeking a Senior Manager of Customer Success to own the post-implementation experience for Enterprise customers in the United States. Lead and develop CSMs, set goals, and collaborate cross-functionally across Sales, CS Ops, Product, and Engineering.

You will drive adoption, retention, and growth, build scalable journeys, and coach teams to exceed KPI and OKR targets while traveling up to 25% as needed.

Qualifications

• Bachelor's degree required; Master’s degree preferred.
• 10+ years in a customer-facing role in customer success, account management, or related roles.
• Proven track record as a Senior Manager of Customer Success Managers.
• Experience supporting and maintaining Enterprise customers in a SaaS platform.
• Ability to travel 25%.

Responsibilities

• Own the overall success of Enterprise customers post-implementation.
• Oversee, hire, mentor, guide, and develop Customer Success Managers and leaders/managers.
• Set team goals, track performance, provide feedback, conduct performance reviews, and plan career development.
• Build and maintain relationships with executive stakeholders, department heads, and end-users.
• Identify and address customer needs and concerns.
• Drive customer satisfaction, loyalty, adoption, retention, gross retention, net retention, and customer growth.
• Motivate the team to achieve OKRs and hold CSMs accountable for KPIs and company OKRs.
• Develop and implement customer success strategies, programs, outreach initiatives, and roadmaps.
• Monitor customer success metrics, analyze customer data, and identify trends and improvement opportunities.
• Collaborate cross-functionally with Sales, Customer Experience, CS Operations, Support, Product, Development, and Engineering.
• Manage customer success processes, tools, credits requests, escalated issues, expense reports, and time-off requests.
• Assist with User Groups, Webinars, and User Forums.
• Identify opportunities for R365 Professional Services, Advantage, and Radar.
• Provide industry, accounting, and solution expertise across the organization.
• Advocate for customer needs and feedback.
• Perform other duties as assigned.

Skills

Customer Success Management

Team Leadership and Mentoring

SaaS Platform Experience

Salesforce Proficiency

Data Analysis and Metrics Monitoring

Education

Bachelor's Degree

Master’s Degree (Preferred)

Tools

Salesforce

Gainsight

Monday.com

Project Management Software

Job description

Responsibilities

• Own the overall success of Enterprise customers post-implementation
• Oversee, hire, mentor, guide, and develop Customer Success Managers and leaders/managers
• Set team goals, track performance, provide feedback, conduct performance reviews, and plan career development
• Build and maintain relationships with executive stakeholders, department heads, and end-users
• Identify and address customer needs and concerns
• Drive customer satisfaction, loyalty, adoption, retention, gross retention, net retention, and customer growth
• Motivate the team to achieve OKRs and hold CSMs accountable for KPIs and company OKRs
• Develop and implement customer success strategies, programs, outreach initiatives, and roadmaps
• Monitor customer success metrics, analyze customer data, and identify trends and improvement opportunities
• Collaborate cross-functionally with Sales, Customer Experience, CS Operations, Support, Product, Development, and Engineering
• Manage customer success processes, tools, credits requests, escalated issues, expense reports, and time-off requests
• Assist with User Groups, Webinars, and User Forums
• Identify opportunities for R365 Professional Services, Advantage, and Radar
• Provide industry, accounting, and solution expertise across the organization
• Advocate for customer needs and feedback
• Perform other duties as assigned

Requirements

• Bachelor's degree or equivalent; Master’s degree or relevant certification a plus
• 10+ years in a customer-facing role in customer success, account management, or related roles
• Proven track record as a Senior Manager of Customer Success Managers
• Experience supporting and maintaining Enterprise customers in a SaaS platform
• Ability to travel 25%
• Knowledge of all areas of a scalable, delightful customer journey
• Strong understanding of platforms and tools used by the team
• Very organized, detail-oriented, and analytical
• Collaborative and flexible working style
• Ability to teach and coach effectively
• Efficient and timely with deadlines and deliverables
• Strong organization and time-management skills
• Ability to work independently without supervision
• Salesforce experience
• Previous Gainsight experience or another customer success management platform preferred
• Previous Monday.com experience or other project management software preferred

Core Competencies

Demonstrates expertise in customer success management, focusing on driving customer satisfaction, retention, and growth while leading and mentoring a team of Customer Success Managers. Proficient in developing customer success strategies and collaborating cross-functionally to enhance the customer journey.

Highest-signal resume keywords

• Customer Success Management
• Team Leadership and Mentoring
• SaaS Platform Experience
• Salesforce Proficiency
• Data Analysis and Metrics Monitoring

Hard Skills

• Customer Success Strategies
• Performance Tracking
• Customer Journey Knowledge
• Analytical Skills
• OKR Management

Soft Skills

• Collaboration
• Organizational Skills
• Coaching Ability
• Detail-Oriented
• Time Management

Certifications & Qualifications

• Bachelor's Degree
• Master’s Degree (Preferred)

Industry Keywords

• Enterprise Customers
• Customer Satisfaction
• Customer Retention
• Customer Growth
• Customer Needs Advocacy

Tools & Technologies

• Salesforce
• Gainsight
• Monday.com
• Customer Success Management Platforms
• Project Management Software