Senior Manager, Customer Success

Decisions; Virginia Beach (VA); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive compensation

Health and wellness benefits

Remote or hybrid work options

Professional development support

Collaborative high-growth culture

Paid time off and holidays

Job summary

Decisions is seeking a Senior Manager, Customer Success to lead a team of Customer Success Managers and associates, driving churn reduction and account growth. You will partner with cross-functional leaders to align customer outcomes with company goals and support strategic initiatives across the organization.

You’ll guide escalations, mentor future leaders, and use analytics to inform progress and improvements, while fostering strong customer relationships and advocating for customer needs

Qualifications

• 3–5 years of experience in customer success, account management, sales, or related area.
• Experience managing a book of customer relationships with executive and functional level alignment.
• Proven ability to drive retention, growth and profitability goals.
• Strong ability to influence at the executive level.

Responsibilities

• Oversee and manage Customer Success Managers and Associates.
• Motivate, inspire and mentor team members to excel.
• Review calls and coach staff to improve performance.
• Serve as escalation point for team and customers.
• Collaborate with product and engineering to incorporate customer voice.

Skills

Leadership

Customer Success

Strategic thinking

Communication

Cross-functional collaboration

Job description

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 also directly manage accounts,if necessary. This person will partner with customer success leaders as well as leaders from other departments to accomplish customer 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 your previous Customer Success Manager expertiseto help your team build 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).

What You’ll Own

• 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 to appropriate teammembers
• Serve as a point of escalation for team members and customers
• Identify strengths 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
• Identify strengths within your team’s portfolio and turn them into growth opportunities.
• Partner closely with Account Management to support continued customer growth
• Collaborate with Sales to identify,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 to facilitate a 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.