Senior Manager, Scaled Customer Success (AI)

Open CEDA; San Francisco (CA); Hybrid; USD 180.000 - 240.000; Vollzeit

Benefits dieser Stelle

Hybrid work options

Office in SF area

Zusammenfassung

Watershed is seeking an experienced Senior Manager to lead our North American Customer Success teams. You will design and scale a scalable CS motion, coach a growing team of CSMs, and partner with Product, Sales, and Support to translate customer needs into product improvements.

You will drive metrics around satisfaction, retention, and expansion, while shaping the CS org’s culture and operating model across North America.

Qualifikationen

• Minimum of 5 years of experience in a Customer Success or similar role including at least 2 years of management experience.
• A background and experience with Customer Success in an Enterprise SaaS space.
• Experience delivering and managing Scaled Customer Success programs for Mid-Market and Enterprise Customers.
• A passion for people development and coaching.
• Great examples of working cross functionally to build products for customers.
• Experience developing operational processes and delivering on key metrics in early stage/high growth companies that drive towards operational excellence.

Aufgaben

• Hire, develop and coach a team of Customer Success Managers.
• Develop and help drive team to achieve key metrics, including customer satisfaction, retention, and expansion.
• Design, build, and oversee strategy and programs for a “Scaled” Customer Success motion. Leverage AI systems and tools to drive personalized scaled experiences and targeted team engagement.
• Guide and support your team in delivering customer outcomes at scale, taking an active role in helping them drive 1:many engagement strategies with Watershed’s products and services.
• Partner with your team to act as a key contact with Sr level stakeholders at our customers and support their lifecycle with Watershed.
• Collaborate with our product teams and be the voice of the customer, providing regular and actionable customer feedback.
• Develop and implement processes and tools that help the CS function scale and effectively deliver value for customers.
• Be a representative of the CS function, and of the broader Watershed leadership team, within the San Francisco office.

Kenntnisse

Customer Success

People leadership

Enterprise SaaS

Scaled CS programs

Cross-functional collaboration

Operational excellence

Jobbeschreibung

Watershed is seeking an experienced Senior Manager to lead our North American Customer Success teams. You will design and scale a scalable CS motion, coach a growing team of CSMs, and partner with Product, Sales, and Support to translate customer needs into product improvements.

You will drive metrics around satisfaction, retention, and expansion, while shaping the CS org’s culture and operating model across North America.