Sr. Manager, Customer Success

Ladders; USA; Remote; USD 145.000 - 175.000; Vollzeit

Benefits dieser Stelle

Medical, Dental & Vision benefits

401(k) with employer match

Bonus and stock options

Employer-paid life and disability

Generous PTO and volunteer days

Parental leave

Wellbeing resources

Technology reimbursement

Commuter benefits for in-office staff

Wellness stipend

Learning and development opportunities

Zusammenfassung

Ladders is seeking a Sr. Manager, Customer Success to lead a high-impact CS team focused on strengthening executive relationships, account health, and retention in a complex SaaS environment.

This remote US-based role partners with internal stakeholders to refine practices, coach staff, and drive career growth while fostering service accountability. The role emphasizes proactive risk management, collaboration on renewals and expansions, and guiding customer outcomes across multiple strategic

Qualifikationen

• 7+ years in account management, consulting, or customer success roles.
• 3+ years managing customer-facing teams.
• Experience in supply chain or related SaaS industries.
• Bachelor's degree or equivalent experience; MBA preferred.
• Familiarity with freight management and complex software.

Aufgaben

• Develop and lead a team of Customer Success Managers.
• Build relationships with customer executives and resolve conflicts.
• Partner with Customer Enablement to enhance customer success playbooks.
• Provide coaching and feedback to Customer Success Managers on execution.
• Manage account planning, business objectives, and risk mitigation.
• Identify and elevate account risks as needed.
• Support collaboration on renewals and expansion opportunities.
• Hire and develop team members for career progression.
• Foster a culture of customer success.
• Collaborate with leadership to exceed customer expectationsTravel approximately 25% for client visits.

Jobbeschreibung

For our client, we are seeking a Sr. Manager, Customer Success to join the team of a leader in the Business Services space.

This role will lead a customer success team focused on strengthening executive relationships, driving account health, and supporting retention and growth across a complex SaaS environment. The ideal candidate will partner closely with internal stakeholders to improve customer outcomes, refine customer success practices, and ensure proactive risk management. This position also plays a key role in coaching team members, building career paths, and fostering a strong culture of service and accountability.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $145,000 – $175,000 annually

Responsibilities

• Develop and lead a team of Customer Success Managers
• Build relationships with customer executives and resolve conflicts
• Partner with Customer Enablement to enhance customer success playbooks
• Provide coaching and feedback to Customer Success Managers on execution
• Manage account planning, business objectives, and risk mitigation
• Identify and elevate account risks as needed
• Support collaboration on renewals and expansion opportunities
• Hire and develop team members for career progression
• Foster a culture of customer success
• Collaborate with leadership to exceed customer expectationsTravel approximately 25% for client visits

Qualifications

• 7+ years in account management, consulting, or customer success roles
• 3+ years managing customer-facing teams
• Experience in supply chain or related SaaS industries
• Bachelor's degree or equivalent experience; MBA preferred
• Familiarity with freight management and complex software

Benefits

• Medical, Dental & Vision benefits starting on first day
• 401(k) with employer match
• Bonus and incentive compensation with stock options
• Employer-paid life and short-term disability insurance
• Generous PTO, global recharge days, and volunteer days
• Paid parental leave for all parents
• Family planning and inclusive wellbeing resources
• Technology reimbursement
• Commuter benefits for in-office employees
• Annual Wellness Stipend
• Ongoing learning and development opportunities

Our client is an equal opportunity employer.