Senior Manager, Customer Success

Jobgether; Oregon; Ibrido; USD 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work within US

Competitive compensation

Medical/dental/vision insurance

401(k) matching

Paid time off

Wellness programs

EAP

Opportunities for leadership growth

Descrizione del lavoro

Jobgether, acting on behalf of a partner company, seeks a Senior Manager, Customer Success based in the United States. You will lead a remote team of approximately eight Customer Success Managers responsible for over 800 mid-market customers and a $16 million revenue portfolio.

You will drive product adoption, retention, and expansion, while modernizing CS operations with automation and AI-powered workflows.

Competenze

• 3+ years in Customer Success leadership with multiple reports.
• Proven ability to drive retention, reduce churn, and grow ARR.
• Experience scaling CS in a remote, SaaS environment.

Mansioni

• Lead and manage a team of about eight CS managers for 800+ mid-market customers.
• Define and execute CS strategies focused on adoption, retention, and expansion.
• Drive NRR and GRR targets and collaborate with cross-functional teams.
• Develop and optimize CS workflows, including AI-powered initiatives.
• Coach teams through calls, reviews, shadowing, and role-playing.
• Monitor customer health in Planhat and guide data-driven decisions.

Conoscenze

Customer Success leadership

People leadership

Cross-functional collaboration

Data-driven decision making

Planhat

Automation / AI in CS

Remote team management

Strumenti

Planhat

Descrizione del lavoro

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Customer Success based in the United States.

We are seeking an experienced Customer Success leader to manage and scale a high-performing team supporting a large mid-market customer portfolio. In this role, you will oversee customer retention, reduce churn, identify expansion opportunities, and maximize recurring revenue. You will lead a team of approximately eight Customer Success Managers responsible for more than 800 customers and a $16 million revenue portfolio. Combining strategic leadership with hand-on coaching, you will strengthen customer relationships and drive measurable business outcomes. You will also help modernize customer success operations through automation, AI-powered solutions, and proactive engagement strategies. This is an exciting opportunity to shape a growing customer success organization within a fast-paced, fully remote SaaS environment.

Accountabilities

• Lead and manage a team of approximately eight Customer Success Managers responsible for supporting over 800 mid-market customers and a portfolio representing approximately $16 million in revenue.
• Recruit, develop, coach, and retain high-performing customer success professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Define and execute customer success strategies focused on product adoption, customer retention, churn reduction, and account expansion.
• Drive key business performance indicators, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and customer churn targets.
• Partner with Sales, Product, Marketing, and other internal teams to improve the customer experience, strengthen relationships, and deliver measurable customer outcomes.
• Build strong communication and collaboration practices across a fully remote organization, ensuring alignment and effective execution across departments.
• Lead strategic projects and operational improvement initiatives that support the growth, scalability, and effectiveness of the customer success function.
• Organize team meetings, performance reviews, coaching sessions, and development initiatives to maintain high standards of execution and accountability.
• Leverage Planhat to monitor customer health, identify retention risks and expansion opportunities, and guide data-driven account management decisions.
• Develop and optimize customer success workflows within Planhat, including AI-powered and agentic workflows, automated processes, and proactive customer outreach initiatives.
• Participate in customer calls, support complex account discussions, and coach Customer Success Managers through call shadowing, feedback, and role-playing exercises.
• Lead the team through periods of rapid growth, organizational change, and evolving business priorities while maintaining engagement and operational consistency.

Requirements

• At least 3 years of experience in Customer Success leadership, including direct management of teams of approximately 6-10 or more Customer Success Managers.
• Proven experience recruiting, developing, and managing high-performing teams, with strong people leadership and performance management capabilities.
• Demonstrated success driving customer retention, reducing churn, and achieving NRR and GRR objectives.
• Confidence managing customer pricing discussions, particularly in the context of contract renewals, negotiations, and account expansion opportunities.
• Experience collaborating cross-functionally with Sales, Product, Marketing, and other business functions to improve customer outcomes.
• Excellent communication and relationship-building skills, with the ability to influence stakeholders and foster collaboration across distributed teams.
• Proven ability to build engagement, accountability, and strong team culture in a fully remote working environment.
• Experience managing organizational change, leading teams through rapid growth, and adapting customer success strategies to evolving business needs.
• Comfortable participating in customer-facing discussions and coaching team members through call reviews, shadowing, and role-playing.
• Strong analytical capabilities, including developing customer health scores, defining performance metrics, analyzing retention trends, and building reporting dashboards.
• Expertise in customer success platforms and tools, with experience using Planhat considered an advantage.
• Practical experience implementing automation and AI-powered tools into customer success processes to improve productivity, engagement, and scalability.
• Strong strategic thinking, organizational skills, and the ability to balance operational priorities with long-term customer success objectives.
• Additional assets:Previous experience in compliance-focused businesses, regulated industries, or vertical SaaS environments.
• Familiarity with Department of Transportation (DOT) compliance, fleet management, or transportation-related technology.
• Experience scaling customer success operations while managing large customer portfolios and recurring revenue targets.
• Knowledge of agentic AI workflows and automated customer engagement solutions.

Benefits

• Competitive annual compensation ranging from $90,000 to $130,000 USD, depending on skills, experience, and location.
• Additional performance-based bonus opportunities.
• Fully remote working arrangement within eligible US states.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement plan with company matching contributions.
• Paid time off and company holidays.
• Wellness programs designed to support employee health and well-being.
• Employee Assistance Program (EAP) providing additional personal and professional support.
• Opportunities to shape and scale a growing Customer Success organization.
• Professional development opportunities through leadership responsibilities, team mentoring, and strategic initiatives.
• Occasional opportunities to visit company offices for team collaboration, training sessions, and company events.