Senior Manager, Customer Success

Decisions; Durham (NC); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive health and wellness

Flexible remote or hybrid work

Professional development & certs

Collaborative, high-growth culture

Paid time off & holidays

Job summary

Decisions in Durham, NC is seeking a Senior Manager, Customer Success to lead and grow a high-impact CS team. You will manage Customer Success Managers and associates, drive retention and expansion, and partner with product and engineering to voice customer needs.

You’ll coach, mentor and develop leaders, escalate and resolve issues, and collaborate across sales, account management, and delivery to optimize outcomes for strategic customers.

Qualifications

• 3–5 years in customer success, account management, sales, service/support, or related area

Responsibilities

• Oversee and manage Customer Success Managers and Associates
• Motivate, inspire and mentor team members to excel
• Review calls and coach team members to improve
• Delegate non-customer tasks to appropriate team members
• Serve as escalation point for team and customers
• Identify strengths within portfolio and turn into growth opportunities
• Develop onboarding and cultivate next leaders within the organization
• Work with CSMs to understand customer objectives
• Empower CSMs to be trusted advisors to customers
• Partner with product and engineering to improve products and bring customer voice into the organization
• Drive true value for customers
• Assist CSMs with upsell opportunities to sales
• Facilitate sessions with customers to explore additional use of Decisions
• Collaborate with Sales to drive Renewals & Expansion opportunities

Skills

Customer Success

Leadership

Strategy

Communication

Mentoring

Job description

Senior Manager, Customer Success

Decisions, Durham, North Carolina, United States

About this position

Why Decisions

At Decisions, we help organizations make work easier through intelligent process orchestration. Our platform brings workflows, rules, approvals, and AI together so teams can simplify complex processes, move faster, and focus on the work that matters most. Behind that platform is a team of curious, collaborative people who take ownership, support one another, and care about creating real impact for our customers. If you’re excited by meaningful work, smart teammates, and opportunities to grow, Decisions could be a great place for you.

About the Role

Decisions is looking for aSenior Manager, Customer Successto join ourCustomer Successteam.In this role,you’llmanage a team of Customer Success Managers focused on reducing churn and expanding customer growth. This position may alsodirectly manageaccounts,if necessary. This person willpartner withcustomer success leaders as well as leaders from other departments toaccomplishcustomer support and company goals.

As an important voice in Customer Success,you’llwork closely with leadership and management teams to regularly inform the progress and growth of your customer as well as raise any escalations and solve them through cross functional partnership.You’lluse yourpreviousCustomer Success Managerexpertiseto help your teambuild world-class relationships and help mentorand shape the next leaders of the organization.

The ideal candidate is a strong leader, strategically minded and self-motivated with excellent analytic, facilitation and communication skills (both oral and written).

WhatYou’llOwn

• Oversee and manage Customer Success Managers and Customer Success Associates
• Motivate,inspireand mentor team members to excel
• Review calls and coach team members to improve
• Delegate non-customer specific tasks out toappropriate teammembers
• Serve as a point of escalation for team members and customers
• Identifystrengths within your team’s portfolio and turn them into growth opportunities.
• Develop thoughtful onboarding and continuous cultivation of your direct reports, priming the next leaders within the organization
• Work with CSMs to deeply understand our customers’ objectives
• Empower CSMs to become a trusted advisor and advocate for the customers they serve
• Partner with product and engineering to continuously improve products and bring the voice of the customer into the organization
• Drive true value for customers
• Assist CSMs with upsell opportunities to pass along to sales
• Facilitate sessions with customers to figure out “how else” they can be using decisions
• Identifystrengths within your team’s portfolio and turn them into growth opportunities.
• Partner closely with Account Management to support continued customer growth
• Collaborate with Sales toidentify,developand deliver Renewals & Expansion opportunities

What You Bring

• 3-5years of experience in customer success, account management, sales, service/support, or a related area in the same industry or a similar/adjacent industry
• Experience in managing a book of customer relationships with proven ability to drive alignment within customer environments at executive and functional levels
• Management and achievement of retention, growth, and profitability goals
• Experience in driving customers toward achievement of desired business outcomes
• Experience in building collaborative relationships internally across sales, marketing, product, and support tofacilitatea seamless customer experience
• Exceptional strategic, analytical, and communication skills, with the ability to influence at the executive level.

Bonus Points

• Experience in a leadership position within Customer Success, Customer Experience or Account Management

We know people do their best work when they feel supported. That’s why we offer benefits and perks that help our employees take care of themselves, stay connected, and continue growing in and outside of work.

• Competitive compensation and performance-based incentives.
• Comprehensive health and wellness benefits.
• Flexible work environment with opportunities for remote or hybrid work.
• Professional development, learning, and certification support.
• Collaborative, high-growth culture with opportunities to make a meaningful impact.
• Paid time off, company holidays, and employee recognition programs.