Senior Manager, Customer Success
Core
Lead a team of Customer Success Managers for Strategic and Enterprise+ customers ($1M+ ARR) to drive revenue retention, expansion, and executive-level business reviews.
Role type
Senior Manager, Customer Success (Strategic/Enterprise)
Builds
Durable expansion pipeline and high net revenue retention for large enterprise accounts
Domain
SaaS, Fraud Detection, Payments, eCommerce
Required skills
Enterprise account management, MEDDPICC, Success Planning, Account Planning, Net Revenue Retention (NDR) strategy, Executive Business Reviews, Team coaching and development, Renewal forecasting
Preferred skills
Hyper-growth SaaS startup experience, Fraud/Payments/eCommerce domain knowledge, C-level relationship building
Technologies
MEDDPICC, Success Planning frameworks, Account Planning tools
Responsibilities
Lead and coach a team of CSMs covering Strategic and Enterprise+ segments; Own escalated client issues and lead Executive Business Reviews; Partner with GTM teams on renewal strategy and expansion; Recruit, develop, and retain high-performing talent; Drive rigorous renewal forecasting and churn risk analysis
Seniority
Senior Manager, hands-on leadership