Senior Manager, Customer Success

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

This is a high-impact leadership role at the intersection of customer success, SaaS growth, and data privacy innovation. You will lead and develop a team of Customer Success Managers while actively engaging with strategic customers in a player-coach capacity. The role focuses on driving retention, expanding customer value, and ensuring successful adoption of a next-generation privacy platform in a rapidly evolving AI-driven environment. You will play a central role in shaping scalable customer success processes, strengthening renewal performance, and elevating customer experience across all segments. Working closely with cross-functional teams such as Product, Sales, and Implementation, you will help translate customer needs into actionable outcomes. This position is ideal for a hands-on leader who thrives in ambiguity, enjoys coaching high-performing teams, and wants to influence how privacy technology is delivered at scale.

• Lead, coach, and develop a team of Customer Success Managers, providing real-time guidance, call coaching, and hands-on support to improve performance and customer outcomes.
• Own and drive team renewal performance, targeting and maintaining high retention rates through proactive account management and escalation handling.
• Serve as the primary escalation point for CSMs, supporting complex customer challenges and ensuring timely resolution.
• Oversee customer health monitoring, ensuring full visibility into engagement levels, risks, renewal timelines, and expansion opportunities across accounts.
• Ensure execution of executive business reviews and structured re-engagement plans for at-risk or low-engagement customers.
• Develop deep product expertise to support both internal teams and customers on complex technical and functional topics.
• Drive adoption of AI tools and modern CS technologies to improve efficiency and customer engagement outcomes.
• Collaborate closely with Implementation teams to ensure smooth onboarding and successful customer deployments.
• Partner cross-functionally with Product, Sales, and leadership to advocate for customer needs and improve overall experience.
• Build scalable Customer Success frameworks, playbooks, and operational processes to support organizational growth.

Requirements:

• 7+ years of experience in Customer Success or related SaaS customer-facing roles, including leadership experience managing CS teams.
• Proven track record of improving retention and renewal performance in a fast-paced SaaS environment.
• Strong coaching and people development skills with the ability to provide actionable feedback and elevate team performance.
• Data-driven mindset with the ability to analyze customer health metrics and act proactively on trends.
• Strong technical aptitude with the ability to understand and discuss complex product and customer use cases.
• Experience or strong interest in AI-driven tools and their application within Customer Success operations.
• Excellent communication and relationship-building skills across customers, teams, and executive stakeholders.
• Ability to thrive in high-growth, ambiguous environments with shifting priorities.
• Bonus: Experience in privacy, data governance, compliance, or similar industries; experience building or scaling CS organizations.

Benefits:

• Competitive compensation package with total on-target earnings between 180,000 and 210,000 USD.
• Equity participation offering long-term alignment with company success.
• Comprehensive health, dental, and vision insurance coverage.
• Remote-first work environment across the United States.
• 401(k) retirement savings plan with employer support.
• Generous parental leave and family support policies.
• Wellness benefits and work-from-home stipend.
• Flexible time off policy and paid holidays.
• Opportunity to work at the forefront of AI-powered privacy and data governance innovation.