Senior Customer Success Manager
Triple Whale
Director, Scale Customer Success
Ncontracts
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 - $150,000 per year
Job Level
Lead
About the role
- Lead and scale our customer success strategy for ~3,600 scale accounts, managing a team of 4-6 Scale CSMs
- Build and optimize the Scale CS operating model to efficiently manage ~3,600 accounts
- Drive digital transformation initiatives to scale customer success operations
- Design scalable processes and playbooks for managing high-volume portfolios
- Implement technology stack and automation strategies with the help of CS Ops and Digital Success
- Build data-driven culture with advanced analytics and reporting
- Lead change management initiatives across the CS organization
- Lead cross-functional initiatives to improve customer experience and operational efficiency
- Collaborate closely with Enterprise and Mid-Market CSM team to ensure consistent customer experience across segments
- Influence product roadmap based on scale customer needs and insights
- Drive high gross retention rates
- Identify expansion opportunities with increase in goals for 2026 and beyond
- Present monthly KPIs to CS leadership
- Lead and develop a team of 4-6 Scale CSMs
- Build leadership bench strength and succession planning within the team
- Create career development frameworks and growth paths for team members
- Establish performance standards and accountability metrics
Requirements
- 7+ years in Customer Success with 3+ years leadership roles
- Proven track record building and scaling CS teams and operations
- Deep expertise in leveraging CS tools, such as ChurnZero, to drive engagement, retention, and expansion
- Customer Success experience in a Software-as-a-Service (SaaS) company
- Strategic thinking with ability to translate vision into executable plans
- Exceptional leadership and organizational development capabilities
- Data-driven decision making and analytical expertise
- Outstanding leadership presence and communication skills
- Leadership Experience managing Success teams (or similar team)
- Track record of hiring and developing high-performing leaders
- Experience presenting to and influencing leadership
- Preferred: Experience with Digital Success and automation at scale
- Preferred: Experience managing $35M+ in ARR across customer portfolios
- Preferred: Success in developing and executing multi-year strategic plans
