Senior Manager, Customer Success & Growth - Remote

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

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