Senior Manager, Customer Success Management

Canto

Senior Manager, Customer Success at Canto leading the global CS organization across NAM and EMEA. Driving product adoption, customer value, and retention outcomes for a digital asset management platform.

Posted 5/11/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Lead and develop a Global CS Organization – Recruit, mentor, and manage a multi-layered team across NAM and EMEA. Foster a high-performance culture with meaningful visibility into customer-level execution; support Associate Managers’ development into full Manager roles.
Own GRR and NRR Outcomes – Define and track KPIs, including product adoption rates, time-to-value, customer health scores, and NPS; regularly present insights to senior leadership.
Drive Product Adoption and Customer Value – Develop and execute strategies to ensure customers achieve critical adoption milestones and realize measurable business value post-onboarding.
Build Scalable CS Processes – Implement tiered engagement frameworks, playbooks, and health scoring to efficiently support a growing customer base—high-touch programs for enterprise and a digital-first motion for lower-ACV segments.
Champion AI-Powered Customer Success – Drive adoption of AI and agentic AI capabilities across the CS org, including intelligent automation in platforms like ChurnZero and enterprise tools like Claude, to improve CSM efficiency and proactive engagement at scale.
Partner Cross-Functionally – Align closely with Account Management, Implementation, Support, Product, RevOps, and Customer Marketing to ensure a seamless customer journey and shared accountability for retention and expansion goals.
Champion Customer Advocacy – Serve as the voice of the customer internally, channeling actionable feedback to Product and Marketing to improve experience and functionality.
Manage Escalations – Oversee adoption-related escalations and drive timely resolution in collaboration with cross-functional stakeholders.

Requirements

What you’ll need

7+ years in customer success, account management, or related post-sales roles in a B2B SaaS environment.
4+ years managing a CS or post-sales team with demonstrated experience building and scaling high-performing teams.
1+ years managing people managers or actively developing senior ICs toward management roles.
Proven track record contributing to GRR and NRR outcomes by connecting adoption and health metrics to retention results.
Demonstrated experience designing and launching a tiered CS model, including high-touch enterprise programs and a digital-first motion for lower-ACV segments.

Benefits

Comp & perks

🚀 Start-Up Spirit: Embrace the excitement and flexibility of a growing company.
🛠️ Hands-On Impact: Your work directly contributes to our success.
🌟 Learning by Doing: Our growth plans provide real-time learning.
🤝 Close-Knit Team: Enjoy a tight-knit, supportive work environment.
🔊 Open Communication: We value transparency and open dialogue.
🧠 Problem-Solver’s Paradise: Apply creativity to real-world challenges.
⚖️ Work-Life Harmony: We respect the balance between personal and professional life.
🌱 Growth Opportunities: As we grow, so do opportunities for our team.
🌍 Cultural Exchange: Learn from diverse colleagues in a global setting.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

KPI trackingproduct adoptioncustomer health scoresNPScustomer success processestiered engagement frameworkshealth scoringAI adoptionintelligent automationB2B SaaS

Soft Skills

leadershipmentoringteam managementcross-functional collaborationcustomer advocacyproblem-solvingcommunicationstrategic thinkinghigh-performance culturestakeholder management