US Customer Success Lead — Engagement & Adoption

POLITICO; Arlington (VA); Sur place; USD 85 000 - 100 000; Plein temps

Résumé du poste

POLITICO is seeking a Senior Manager, Customer Success to lead the US Customer Engagement Specialist team and scale customer engagement practices across the US Professional Subscriptions business. The role partners with the Managing Director, Customer Success to execute a scalable CES strategy, focusing on onboarding, adoption, and proactive support to improve product adoption and retention.

The position offers a competitive compensation package and growth opportunities within a dynamic media

Qualifications

• Significant experience in customer success or related function (SaaS/subscription/media).
• Experience managing and developing customer-facing professionals.
• Proven ability to build scalable processes that improve engagement and retention.
• Strong knowledge of onboarding, adoption, support, and health metrics.

Responsabilités

• Lead and develop all US Customer Engagement Specialists.
• Build and execute US CES strategy with MD, Customer Success.
• Set team goals, priorities, and performance expectations for product adoption and retention.
• Own the US CES team’s contribution to Wallet Retention Rate and retention in US Professional Subscriptions.
• Drive scalable Customer Success processes across the CES team.
• Improve onboarding, engagement, adoption, support, and account health practices.
• Coach team members with regular feedback and career development.
• Collaborate with Sales, Product, Marketing, and other partners.
• Utilize health, usage, and engagement data to identify proactive opportunities.
• Share CES insights with Product, Marketing, Technology, and Data teams.

Connaissances

Customer success leadership

Team development

Strategy execution

Product adoption

Data-driven decision making

Analytical problem solving

Stakeholder collaboration

Coaching and mentoring

Relationship building

Formation

Bachelor’s degree or equivalent

Description du poste

POLITICO is seeking a Senior Manager, Customer Success to lead the US Customer Engagement Specialist team and scale customer engagement practices across the US Professional Subscriptions business. The role partners with the Managing Director, Customer Success to execute a scalable CES strategy, focusing on onboarding, adoption, and proactive support to improve product adoption and retention.

The position offers a competitive compensation package and growth opportunities within a dynamic media