Senior Manager, Strategic Customer Success

Ladders; United States; Remote; USD 168.000 - 270.000; Vollzeit

Benefits dieser Stelle

Flexible time off

Onboarding and leadership training

Health benefits (medical, dental, and视

Parental leave support, fertility and

Wellness and telehealth options

Zusammenfassung

Ladders is seeking a Senior Manager, Strategic Customer Success to lead a high-performing CS organization focused on strategic accounts, retention, and expansion. This role partners with Sales, Product, Onboarding and Support to deliver a seamless customer experience and drive long-term value.

You will coach a team of 8-10 managers, establish operational discipline, and guide executive-level stakeholders to navigate complex customer needs and measurable outcomes.

Qualifikationen

• 3+ years of people management experience in Customer Success or Account Management.
• Experience managing large, complex enterprise accounts with renewal and expansion motions.
• Strong coaching, leadership, and communication skills to drive accountability.

Aufgaben

• Lead a team of 8-10 Customer Success Managers to hit KPIs and raise performance.
• Partner with CS Managers to execute retention strategies and identify expansion opportunities.
• Set clear expectations and operational discipline for accountability across the team.
• Anticipate risks and guide resolution strategies, engaging with executives as needed.
• Execute against strategic priorities and track progress with reporting and feedback.
• Collaborate with Product, Sales, Onboarding, and Support to ensure a seamless journey.
• Gather and synthesize customer feedback to inform product strategy and improvement.

Kenntnisse

People management

Strategic account management

Customer Success

Coaching

Leadership

Renewal & expansion

Jobbeschreibung

For our client, we are seeking a Senior Manager, Strategic Customer Success to join the team of a leader in the Information Technology space.

This leader will oversee a high-performing Customer Success organization focused on strategic accounts, with an emphasis on retention, expansion, and long-term customer value. The role will partner closely with Sales, Product, Onboarding, and Support to deliver a seamless customer experience. You will also provide coaching, operational discipline, and executive-level guidance to help the team navigate complex customer needs and drive measurable outcomes.

Location: Remote

Compensation: $168,200 – $269,900 annually

Responsibilities

• Manage a team of 8-10 Customer Success Managers to achieve KPIs and elevate performance
• Partner with Customer Success Managers to execute retention strategies and identify expansion opportunities
• Establish clear expectations and operational rigor to ensure accountability across the team
• Anticipate risks and guide resolution strategies, engaging with executives as needed
• Execute against strategic priorities and track progress through reporting and feedback
• Collaborate with Product, Sales, Onboarding, and Support teams to support a seamless customer journey
• Gather and synthesize customer feedback to inform product strategy and advocate for improvement

Qualifications

• 3+ years of people management experience in Customer Success or Account Management within strategic or enterprise teams
• Proven experience managing large, complex customers with a deep understanding of renewal and expansion motions
• Strong coaching and leadership skills to motivate teams and foster a culture of trust and accountability
• Excellent business acumen with the ability to consult on best practices and ROI realization
• High emotional intelligence with strong listening and communication skills
• Exceptional organization and project management capabilities to balance multiple priorities
• Proactive mindset with resilience in navigating ambiguity

Benefits

• Flexible time off with learning and development opportunities
• Comprehensive onboarding and leadership training programs
• Company-paid medical, dental, and vision benefits with extensive coverage options
• Support for parental leave, fertility services, and adoption reimbursement
• Holistic health and wellness benefits including telehealth options and financial planning tools

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.