Senior Manager, Enterprise Customer Success

Spectrum; Kansas City (MO); Remote; USD 120,000 - 180,000; Full time

Job summary

Spectrum is seeking a Senior Manager, Customer Success to lead a team serving complex enterprise customers. You will drive outcomes, retention, value realization, and growth across a strategic portfolio, coordinating with Sales, Delivery, Operations, and Engineering.

You will establish playbooks, manage executive-level conversations, and scale a CS organization to support Spectrum's growth across managed services and cloud solutions.

Qualifications

• Bachelor’s degree in a related discipline with 8+ years experience (or equivalent).
• 3+ years in a management or leadership role.
• Experience in Customer Success, Client Services, Account Management, Consulting, or a related customer-facing function within B2B technology or services environments.
• Demonstrated experience leading, coaching, and developing customer-facing teams.
• Proven ability to manage complex customer relationships, escalations, and competing priorities.
• Strong executive communication, stakeholder management, and relationship-building skills.

Responsibilities

• Lead, coach, and develop a team of Customer Success professionals responsible for strategic and complex enterprise customer relationships.
• Establish clear expectations, performance standards, and operating rhythms across the CS team.
• Build team capability in outcome-based engagement, executive communication, value realization, risk management, and expansion identification.
• Provide ongoing coaching, feedback, and development while creating accountability for customer outcomes.
• Foster a customer-first culture focused on accountability, proactive engagement, collaboration, and measurable business outcomes.
• Support workforce planning, talent development, and organizational needs as the CS function scales.

Skills

Customer Success

Leadership

Executive communication

Stakeholder management

Cross-functional collaboration

Education

Bachelor’s degree in related field

Master’s degree (optional)

Job description

Spectrum is seeking a Senior Manager, Customer Success to lead a team serving complex enterprise customers. You will drive outcomes, retention, value realization, and growth across a strategic portfolio, coordinating with Sales, Delivery, Operations, and Engineering.

You will establish playbooks, manage executive-level conversations, and scale a CS organization to support Spectrum's growth across managed services and cloud solutions.