Senior Manager, Customer Success: Lead, Grow & Remote

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

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.