Senior Manager, Customer Success

AbsenceSoft; United States; Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Remote-first environment

Performance-based bonus

Equity opportunities

Learning and leadership programs

Flexible time off

Paid holidays

Job summary

AbsenceSoft is seeking a Senior Manager, Customer Success to lead a team of CS professionals and build scalable frameworks that elevate the entire CS organization. You will drive strategy, partner with Sales, Product, Support, and Implementation, and represent AbsenceSoft at industry events.

The role requires 7+ years in CS with 3–4 years in leadership, a track record of scaling processes, and strong analytical and communication skills.

Qualifications

• 7+ years in customer success or related field, including 3–4 years in people leadership.
• Experience building or improving CS processes, playbooks, or frameworks.
• Proven ability to recruit, develop, and retain high-performing CS talent with clear growth paths.
• Ability to work independently and influence broader organization.
• Strong analytical skills and data interpretation.
• Excellent communication and stakeholder relationship skills.
• Experience in HR technology, leave management, or compliance-focused SaaS is a plus.

Responsibilities

• Lead, coach, and develop a team of CS professionals to deliver exceptional client experiences and measurable outcomes.
• Establish and track team KPIs, including adoption, retention, health scores, and satisfaction metrics.
• Recruit, develop, and retain top CS talent, building a pipeline of promotion-ready professionals.
• Serve as an escalation point for complex customer issues and strategic accounts.
• Identify systemic gaps or inefficiencies in how the CS team operates, and design scalable frameworks, playbooks, and processes.
• Act as a resource and thought partner to peer managers and CS leadership, contributing to broader CS strategy.
• Represent AbsenceSoft externally through customer events, advisory boards, industry forums, or other thought leadership opportunities.
• Analyze customer data and feedback to surface insights that inform CS strategy, and partner with leadership to identify opportunities for upsell and cross-sell.
• Help maintain applicable organizational security and compliance controls within your department, role, and your team’s roles.

Skills

Leadership

Customer success

Process improvement

Talent development

Recruiting

Data analysis

Communication

Cross-functional

Strategic thinking

AI tools

Education

Bachelor's degree or equivalent in Business or HR

Tools

Salesforce

Gainsight

HubSpot

Job description

We’re looking for a Senior Manager, Customer Success to lead a team of customer success professionals while operating with a scope that extends well beyond direct team management. Beyond driving client outcomes and team performance, you’ll build the scalable frameworks, processes, and systems that elevate the broader CS organization — contributing to CS strategy, participating in customer-facing and industry initiatives, and leading cross-functional efforts that strengthen how AbsenceSoft delivers value at scale. This is a role for a leader who makes the people and systems around them better.

WHAT YOU’LL DO

• Lead, coach, and develop a team of customer success professionals to deliver exceptional client experiences and measurable outcomes
• Establish and track team KPIs, including adoption, retention, customer health scores, and satisfaction metrics
• Recruit, develop, and retain top CS talent, building a pipeline of promotion-ready professionals
• Serve as an escalation point for complex customer issues and strategic accounts
• Identify systemic gaps or inefficiencies in how the CS team operates, and design and implement the scalable frameworks, playbooks, and processes that address them across the broader organization
• Act as a resource and thought partner to peer managers and CS leadership, contributing a practitioner’s perspective to broader CS strategy and driving cross-functional initiatives with Sales, Product, Support, and Implementation
• Represent AbsenceSoft externally through customer events, advisory boards, industry forums, or other thought leadership opportunities
• Analyze customer data and feedback to surface insights that inform CS strategy, and partner with leadership to identify opportunities for expanding customer value through upsell and cross-sell
• Help maintain applicable organizational security and compliance controls within your department, role, and your team’s roles

WHAT YOU’LL BRING

• Bachelor’s degree in Business, HR, or a related field, or equivalent experience
• 7+ years of experience in customer success, account management, or a related field, including 3-4 years in a people leadership role
• Demonstrated experience building or improving CS processes, playbooks, or frameworks, with a talent for bringing structure to ambiguous challenges
• A strong track record of recruiting, developing, and retaining high-performing CS talent, with clear paths for growth
• Proven ability to operate independently and lead initiatives with minimal direction, thinking beyond your own team to what the broader organization needs
• Strong analytical skills, with the ability to interpret data and translate it into actionable improvements
• Excellent communication and relationship-building skills across internal teams, leadership, and external stakeholders, with the ability to influence without relying on positional authority
• Experience in HR technology, leave management, or a compliance-focused SaaS environment is a strong plus, as is familiarity with CRM and CS platforms such as Salesforce, Gainsight, or HubSpot
• A track record of contributing to CS strategy, cross-functional leadership initiatives, or external customer engagement such as events, advisory boards, or thought leadership is a plus
• A background in change management or scaling teams in high-growth environments, along with comfort using AI tools to streamline workflows and increase efficiency

WHY JOIN US

At AbsenceSoft, we _ LEAD _ with our values:

_ Lead with Innovation _ - We create meaningful change through intelligence, focus and passion. We embrace curiosity, data, and insight to shape the future of our industry. Always innovating, learning and evolving.

_ Elevate Every Voice _ - Every perspective matters. We listen, learn, and build a culture where diversity of thought and experience drives better solutions and smarter decisions.

_ Achieve Together _ - The customer fuels everything we do. We share knowledge, collaborate, celebrate wins, and face challenges as one team because success is always a collective achievement.

_ Drive Outcome _ - Every action we take delivers measurable value to our teams, our customers, and the employees they support. Accountability is non-negotiable. We honor our commitments, take responsibility for results, and see every success and setback as a chance to grow stronger.

WE OFFER:

• Impact that matters. You’ll do work that shapes the future of the modern workplace
• Flexibility and trust. We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best.
• Growth and development. We believe the best work happens when people are growing. You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact.
• Competitive rewards. We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too.
• Time for life. Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life.
• Belonging and balance. We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.

We’re committed to building a team as diverse as the customers we serve.

Final compensation is determined based based on a candidate’s relevant experience, skills, education, and geographic location. This position is also eligible for annual bonus.