Senior Manager, Customer Success
Clutch
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Step in to quarterback challenging customer situations, earning trust from both your team and senior stakeholders.
- Implement operating cadences and take full ownership of the team’s KPIs and forecasting accuracy.
- Identify and lead your first process improvement initiatives, strengthening team consistency and predictability.
- Guide the team through high-stakes renewals with confident, predictable forecasting.
- Elevate executive-level storytelling and commercial readiness across the team’s largest accounts, ensuring consistent, confident representation in board or C-suite conversations.
- Launch new playbooks and standardized motions that improve adoption, expansion sourcing, and customer engagement.
- Strengthen collaboration with Product, Support, and Professional Services to align on rollout priorities and success metrics.
- Refine and scale the product-deployment motion, ensuring consistent rollout success across all portfolios.
- Establish repeatable executive engagement programs owned by the team, maintaining strong coverage and strategic alignment.
- Standardize core CS processes and playbooks across the org, supported by data-driven performance insights.
- Be recognized as a key voice in evolving Customer Success operations and influencing cross-functional strategy.
Requirements
- 5+ years of people leadership experience in Customer Success or Account Management, ideally leading CSMs in post-implementation, B2B SaaS environments.
- Expertise in fintech or other regulated, complex industries where success requires executive alignment, precision, and cross-functional coordination.
- Experience leading CSMs who manage strategic or enterprise-level customers, with a focus on coaching executive presence and commercial acumen.
- Strength in coaching and talent development, building confident, accountable CSMs who own their outcomes.
- Proven success in renewal and expansion mechanics, including forecasting, pipeline management, and joint sales motions.
- Strong operational skills, capable of bringing clarity and structure to evolving processes in a fast-paced, scaling environment.
- Executive presence and storytelling ability, able to guide senior stakeholders through strategic and high-stakes conversations.
- Bias to action and ownership mindset, moving initiatives forward amid ambiguity while maintaining strong team alignment.
- Data fluency, with the ability to interpret team and customer data, identify trends, and drive continuous improvement.
- Collaborative approach, working closely with Product, Support, and Professional Services to execute shared customer outcomes.
- Comfort with modern CS tooling, with bonus points for Planhat or low-code automation experience.
- Remote-first fluency with the ability to lead distributed teams effectively through clear communication and measurable accountability.
Benefits
- Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly.
- Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas.
- Paid Time Off: Enjoy flexible PTO days yearly for relaxation and rejuvenation.
- Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package.
- Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials.
- Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working.
- Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
people leadershipcustomer success managementaccount managementforecastingpipeline managementprocess improvementdata analysisrenewal mechanicsexpansion sourcingcommercial acumen
Soft skills
executive presencestorytellingcoachingtalent developmentcollaborationownership mindsetbias to actioncommunicationstrategic alignmentteam alignment