Senior Manager, Enterprise Customer Success (Northwest)

As the Senior Manager of Customer Success in the Northwest Region, you'll foster strong relationships with key clients, guiding them from launch through ongoing support. You'll lead a team of CSMs to enhance customer satisfaction, drive retention, and achieve revenue growth.

Responsibilities:

• Lead & Manage: Team of Enterprise CSMs in North America, dozens of Contentsquare’s largest Enterprise customers
• Talent Development: Recruit, inspire, and retain top talent; coach CSMs and help them build their toolkit for optimal performance.
• Metrics & Goals: Own gross retention, expansion metrics, and key performance indicators.
• Customer Success: Ensure high NPS, product adoption, use case alignment
• Thought Leadership: Become an expert in digital experience analytics & change management
• Continuous Improvement: Work with Sales, Product, Support, and other teams to drive customer value and process improvements.
• Strategic Relationships: Develop executive relationships, support business reviews & value alignment.

Skills & Experience:

• Experience: 7+ years in a consultative customer-facing role in software or consulting; 2+ years in first-line management.
• Proven Success: Demonstrated results in coaching, adoption growth, and customer satisfaction.
• Technical Knowledge: Understanding of analytics, front-end web & mobile technologies, and common go-to-market frameworks.
• Operational Skills: Strong analytical, process-oriented mindset with data-based decision-making.
• Domain Expertise: Knowledge in SaaS, Financial Services, or Ecommerce.

How You & Your Team Will Be Measured:

• Team Engagement
• Gross Retention
• Expansion
• Product Adoption