Senior Manager, Customer Success Management - Commercial/Digital

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager, Customer Success Management - Commercial/Digital in the United States.

In this leadership role, you will shape and scale a high-impact Customer Success function focused on Commercial and Digital customer segments. You will guide a team responsible for driving adoption, retention, and expansion across a high-volume customer base in a fast-growing, technical environment. This role blends people leadership, operational rigor, and customer strategy, with a strong emphasis on data-driven decision-making and scalable engagement models. You will partner closely with Sales, Product, Marketing, and Operations to design efficient customer journeys that balance high-touch and digital-first interactions. Your work will directly influence customer health, renewal performance, and long-term growth outcomes. This is a highly visible role where you will also act as a key voice of the customer, helping shape broader go-to-market and product strategy.

You will lead the Customer Success Management function across Commercial and Digital segments, building a scalable, performance-driven organization that delivers strong customer outcomes.

• Lead, coach, and develop a team of Customer Success Managers, fostering a high-performance, customer-obsessed culture with clear goals and accountability.
• Define and execute segment-specific Customer Success strategies, including scalable digital-first engagement models tailored to Commercial and high-volume customer segments.
• Monitor customer health, adoption, and engagement metrics to proactively identify churn risks and expansion opportunities.
• Drive retention and growth strategies by partnering with Sales, Product, and Marketing to improve renewals and expansion outcomes.
• Design and optimize digital and scaled engagement programs, including lifecycle automation and self-service enablement initiatives.
• Standardize processes, tooling, and reporting to improve operational efficiency, consistency, and visibility across the CS organization.
• Serve as a key customer advocate by synthesizing feedback and influencing product and go-to-market strategy.

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Requirements

You bring strong customer success leadership experience, a scalable mindset, and the ability to drive results in data-driven, high-volume environments.

• 4+ years of experience in Customer Success, Account Management, or related roles, including prior people management experience.
• Proven track record of leading and developing high-performing teams in Commercial, SMB, or scaled customer environments.
• Experience with digital-first or tech-touch Customer Success models and lifecycle automation strategies.
• Strong operational mindset with experience building or optimizing scalable processes and performance frameworks.
• Demonstrated ability to drive retention, expansion, and customer health improvements in metrics-driven organizations.
• Excellent communication, leadership, and stakeholder management skills across cross-functional teams.
• Experience in technical domains such as cybersecurity, DevOps, or similar fields is a strong plus.

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Benefits

• Competitive compensation package including base salary up to $200,000 plus bonus opportunities
• Equity/stock options with long-term value participation
• 100% employer-covered health, dental, and vision insurance for employees and dependents
• Unlimited flexible PTO to support work-life balance and recharge time
• Remote-first work environment with coworking and team meetup opportunities
• Home office, internet, and equipment stipends
• 18 weeks paid parental leave for birthing parents and 12 weeks for non-birthing parents
• Strong emphasis on professional growth, autonomy, and cross-functional impact