Senior Manager, Strategic Customer Success

About

This leadership role is focused on driving post-sale success for the organization's most strategic and high-impact customers. You will lead a team of Strategic Customer Success Managers responsible for ensuring strong adoption, retention, and expansion across key accounts. The position plays a critical role in shaping customer success strategy, operational execution, and commercial outcomes in a fast-growing, high-velocity environment. You will partner closely with cross-functional GTM teams to design and scale programs that improve customer value realization and long-term growth. The role requires a strong balance of people leadership, data-driven decision-making, and customer advocacy. This is a highly visible position where your work directly influences customer outcomes, revenue expansion, and organizational success.

Responsibilities

• Lead, coach, and develop a high-performing team of Strategic Customer Success Managers, fostering accountability, skill growth, and strong customer outcomes
• Design and operationalize scalable customer success programs and playbooks aligned with global frameworks and strategic customer segments
• Drive proactive customer engagement strategies by monitoring onboarding progress, product adoption, risk indicators, and expansion opportunities
• Own operational rigor for the team by tracking key performance metrics such as net dollar retention, expansion, and forecast accuracy
• Oversee strategic customer relationships, escalations, and critical engagements to ensure customer satisfaction and retention
• Act as a key customer advocate, ensuring insights and feedback are shared with internal product, sales, and leadership teams
• Partner with GTM and cross-functional stakeholders to align on customer success strategies and execution plans
• Support commercial outcomes by reinforcing retention and expansion goals within the customer success motion

Requirements

• 12+ years of experience in customer-facing roles, including at least 3+ years in leadership within Customer Success, Account Management, or similar functions
• Strong track record of leading and developing high-performing teams in a fast-paced, high-growth environment
• Experience owning renewal processes and retention or expansion targets in a commercial or quota-bearing role
• Strong analytical mindset with experience using data to drive customer and team performance decisions
• Experience working with technical products, ideally within DevOps, SaaS, or developer-focused environments
• Strong project and program management skills with the ability to drive cross-functional execution and accountability
• Excellent communication and stakeholder management skills, including executive-level engagement
• Strong problem-solving abilities and comfort operating in ambiguous, evolving environments
• Experience with structured sales or customer methodologies (e.g., MEDDIC, Command of the Message) is a plus
• Collaborative leadership style with a strong focus on team development and continuous improvement

Benefits

• Competitive compensation with geographic pay ranges based on location
• Restricted Stock Units (RSUs) as part of total compensation package
• Comprehensive health, dental, and vision insurance coverage
• Mental health and wellness support programs
• Opportunity to work in a high-growth, innovative SaaS environment
• Remote-friendly and flexible work structure depending on role and location
• Career development opportunities in leadership and customer success strategy
• Exposure to cutting-edge DevOps and software delivery technologies
• Inclusive, collaborative, and values-driven company culture