Senior Manager, Customer Success Management

Role: Senior Manager, Customer Success

Location: US - Remote

Company Overview

Canto is reshaping the digital asset management (DAM) landscape. Our platform offers a singular source for brands to organize, access, and share digital assets, amplifying content value, accelerating production, and ensuring brand consistency. With an emphasis on efficiency and collaboration, we provide data-driven insights and harness AI to help companies not just manage but maximize their digital content. At Canto, we’re more than a DAM solution; we’re a catalyst for brand evolution. Join our mission to transform the DAM category and empower brands to extract unparalleled value from their digital assets.

Job Overview

The Senior Manager, Customer Success will lead Canto’s global CS organization, a multi-tiered team of CSMs and people managers across NAM and EMEA, focused on driving product adoption and measurable customer value from post-implementation through renewal. This role directly owns GRR and NRR outcomes by connecting customer health, adoption, and value realization to retention results. As a key cross-functional partner to Account Management, Implementation, Product, and Revenue Operations, this leader will build the scalable processes, playbooks, and tiered engagement strategies needed to support Canto’s continued growth.

What You’ll Be Doing

• Lead and develop a Global CS Organization – Recruit, mentor, and manage a multi-layered team across NAM and EMEA. Foster a high-performance culture with meaningful visibility into customer-level execution; support Associate Managers’ development into full Manager roles.
• Own GRR and NRR Outcomes – Define and track KPIs, including product adoption rates, time-to-value, customer health scores, and NPS; regularly present insights to senior leadership.
• Drive Product Adoption and Customer Value – Develop and execute strategies to ensure customers achieve critical adoption milestones and realize measurable business value post-onboarding.
• Build Scalable CS Processes – Implement tiered engagement frameworks, playbooks, and health scoring to efficiently support a growing customer base—high-touch programs for enterprise and a digital-first motion for lower-ACV segments.
• Champion AI-Powered Customer Success – Drive adoption of AI and agentic AI capabilities across the CS org, including intelligent automation in platforms like ChurnZero and enterprise tools like Claude, to improve CSM efficiency and proactive engagement