Senior Manager, Customer Success – Specialized Products

WillHire

. Lead a team of Specialized Customer Success Managers (CSMs) focused on driving product adoption, value realization, retention, and expansion for AI-enabled products .

Posted 5/22/2026full-timeAtlanta • Illinois, New York • 🇺🇸 United StatesSenior💰 $153,100 - $229,700 per yearWebsite

About the role

Key responsibilities & impact

Lead a team of Specialized Customer Success Managers (CSMs) focused on driving product adoption, value realization, retention, and expansion for AI-enabled products
Operationalize Customer Success for emerging solutions
Partner closely with cross-functional leaders to translate evolving AI strategy into repeatable, outcome-driven execution
Set clear performance expectations tied to customer outcomes
Build AI literacy across the team and customer base
Own post-go-live success across portfolio, including customer health, value delivery, renewal readiness, and risk management
Design, test, and operationalize playbooks, engagement models, and success motions
Lead executive-level conversations and Executive Business Reviews
Develop customer advocacy and reference stories

Requirements

What you’ll need

8+ years of experience in Customer Success, Consulting, Strategy, or related roles in complex environments
5+ years of people leadership experience, including developing high-performing teams
Experience working with enterprise customers and executive-level decision-makers
Demonstrated success driving adoption, retention, and expansion outcomes
Experience resolving customer issues and managing escalations at both the business-owner and executive levels
Demonstrated executive presence
Skilled at building and maintaining productive relationships with customers, internal partners, and cross-functional teams
Experience leading through accountability, continuous learning, and improvement
Comfortable operating in ambiguous, rapidly changing environments
Background in consulting, value-focused customer engagement, or strategic program development
Experience partnering across multiple functions to drive aligned execution

Benefits

Comp & perks

Workday Bonus Plan or role-specific commission/bonus
Annual refresh stock grants

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessConsultingStrategyAI-enabled productsValue realizationRisk managementEngagement modelsSuccess motionsPerformance expectationsPost-go-live success

Soft Skills

People leadershipBuilding relationshipsExecutive presenceAccountabilityContinuous learningAdaptabilityCommunicationCollaborationProblem-solvingCustomer advocacy