Senior Manager, Customer Success

Lead, mentor, and manage a team of Customer Success Managers while driving customer adoption, retention, expansion, and renewal opportunities. Align products with customer needs, communicate feedback to Product and Engineering, develop documentation, analyze customer usage and KPIs, and improve customer success processes.

Responsibilities

• Lead, mentor, and manage a team of Customer Success Managers.
• Provide coaching and performance feedback.
• Drive adoption of Infrastructure and Managed AI services.
• Assist with expansion and renewal opportunities.
• Align products with customer priorities and needs.
• Communicate customer feedback to Engineering and Product leaders.
• Influence the feature roadmap.
• Develop internal and customer self-service documentation.
• Analyze customer usage data and KPIs.
• Create internal documentation and customer-facing collateral.
• Improve customer success workflows.

Requirements

• 6-10 years of Customer Success experience.
• 2-3 years in a leadership or lead capacity.
• Experience developing and implementing customer success strategies and processes.
• Strong customer advocacy and problem-solving skills.
• Excellent verbal and written communication skills.
• Experience managing difficult conversations and at-risk accounts.
• Strong collaboration across Sales, Product, and Support.
• Experience with CRM and customer success tools such as Salesforce, Gainsight, or ChurnZero.
• Ability to translate customer data into actionable insights.
• Bachelor's degree.
• Experience in IaaS or a high-growth technology environment.
• Strong understanding of customer success methodologies and best practices.
• Ability to build relationships with executive-level stakeholders.
• Ability to translate customer needs into product and service improvements.

Benefits

• Restricted Stock Units
• Paid time off
• Paid holidays
• Comprehensive health, dental, and vision insurance
• Employer HSA contributions
• Paid parental leave
• Paid life insurance
• Short-term disability insurance
• Long-term disability insurance
• Professional development
• Tuition reimbursement
• Mental health and wellness support
• Commuter benefits
• Cell phone stipend
• 401(k) with company match up to 4% of salary
• Volunteer time off