Triple Whale

Senior Customer Success Manager

Triple Whale

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $85,000 - $110,000 per year

Job Level

Senior

About the role

  • Lead SMB segment on CS Growth team, managing a scaled portfolio while acting as a team lead to drive ROI and operational innovation
  • Own a portfolio of SMB customers, delivering high retention, adoption, and growth at scale
  • Develop and execute 1:1 and 1:many engagement tactics using digital outreach, webinars, training, and data-informed campaigns
  • Act as a player-coach: manage SMB book of business while mentoring and developing a team of CSMs
  • Coach on scalable playbook deployment, churn mitigation, and expansion strategies
  • Partner with leadership to shape SMB strategy and provide feedback loops to Product, Sales, and Operations
  • Design and deploy AI-enabled workflows, playbooks, and reporting mechanisms to drive CS Growth efficiency
  • Build and optimize internal agents and automation tools for proactive outreach, friction reduction, and opportunity identification
  • Translate customer data into actionable insights for digital-first engagement and risk mitigation
  • Partner closely with Sales, Product, Marketing, and Support to ensure alignment on customer goals and product enhancements
  • Share customer insights that shape roadmap and inform GTM strategy

Requirements

  • 4–6+ years in Customer Success, Account Management, or related client-facing role
  • Previous role as a team lead or manager, with experience coaching peers or direct reports
  • Skilled in scaled CS operations—digital touchpoints, one-to-many programs, and scalable customer journeys
  • Hands-on experience with AI tools, workflow automation, or embedded internal tooling; building agents is a major plus
  • Experience with HubSpot or similar software and ability to turn data into insights
  • Demonstrated ability to drive product adoption while teaching and empowering customers and teammates
  • Excellent organizational and project management skills; strong communicator via phone, video, and email
  • Able to thrive in a fast-paced, quickly changing environment
  • Track record of hitting retention, churn, or expansion targets
  • Strong cross-functional communication skills and influence
  • Deep empathy and relentless focus on delivering value at scale
  • Bonus: Background/passion for digital marketing and e-commerce
  • Bonus: Familiarity with HubSpot and Large Language Models (LLMs)
  • Bonus: Prior experience in high-growth SaaS environments