Senior Manager, Customer Success: Scale Outcomes

iCIMS, Inc.; Holmdel Township (NJ); On-site; USD 125,000 - 135,000; Full time

Job summary

ICIMS is seeking a Senior Manager, Customer Success to lead and scale high-performing teams across Customer Success, with a focus on adoption, retention, and value realization. The role partners with Account Management, Support, Professional Services, and Product to ensure alignment and scalable processes.

A strong leadership track record in SaaS is required. ICIMS emphasizes enterprise-grade hiring technology and AI-driven insights, offering opportunities to shape customer outcomes across the

Qualifications

• Bachelor's degree or equivalent experience.
• 7–11+ years of related experience in Customer Success, Account Management, Customer Operations, Professional Services, Consulting, or related customer-facing SaaS functions
• 1+ years of leadership experience at the Senior Manager level.
• Previous people leadership experience managing customer facing-teams.
• Demonstrated success driving operational results, business outcomes, and customer success initiatives in a SaaS environment.
• Experience developing leaders, building high-performing teams, and managing organizational change.
• Strong analytical and problem-solving capabilities with experience leveraging data to drive decisions.
• Proven ability to influence cross-functional stakeholders and build alignment across teams.
• Exceptional communication, coaching, and leadership skills.
• Ability to manage competing priorities and operate effectively in a dynamic, fast-paced environment.

Responsibilities

• Lead, coach, and develop Customer Success managers to drive engagement, accountability, and performance.
• Build capability through ongoing coaching, feedback, talent development, workforce planning and succession planning.
• Establish clear expectations, performance standards, and development plans aligned to organizational goals.
• Foster a culture of customer advocacy, collaboration, continuous learning, and results orientation.
• Translate strategic priorities into actionable plans and ensure consistent execution across teams.
• Drive operational performance through the use of metrics, customer health indicators, productivity measures, and business insights.
• Monitor team performance, identify trends, and implement improvements to increase effectiveness and scalability.
• Optimize processes, workflows, and ways of working to improve customer outcomes and operational efficiency.
• Ensure consistent execution of customer engagement strategies, risk management practices, and success planning methodologies.
• Provide strategic oversight of customer portfolios to ensure customers realize value and achieve business objectives.
• Partner with leaders across Customer Success, Account Management, Support, Product, and Professional Services to drive retention, adoption, and customer satisfaction.
• Identify organizational risks, customer trends, and opportunities for proactive intervention.
• Support renewal and growth objectives through effective customer success strategies and execution.
• Champion the voice of the customer and leverage insights to influence business priorities, product improvements, and customer experience initiatives.
• Build alignment across teams and stakeholders to ensure coordinated execution of shared objectives.
• Serve as a key stakeholder in organizational planning, helping shape Customer Success strategy and priorities in partnership with senior leaders.
• Lead organizational initiatives, change management efforts, and continuous improvement programs.
• Identify patterns, dependencies, and barriers across teams and implement scalable solutions.
• Influence decisions and drive outcomes through collaboration, communication, and leadership across the organization.
• Contribute to strategic planning, workforce planning, and organizational design discussions.

Skills

Leadership

Communication

Analytical thinking

Cross-functional collaboration

SaaS experience

Stakeholder influence

Education

Bachelor's degree or equivalent

Job description

ICIMS is seeking a Senior Manager, Customer Success to lead and scale high-performing teams across Customer Success, with a focus on adoption, retention, and value realization. The role partners with Account Management, Support, Professional Services, and Product to ensure alignment and scalable processes.

A strong leadership track record in SaaS is required. ICIMS emphasizes enterprise-grade hiring technology and AI-driven insights, offering opportunities to shape customer outcomes across the