Senior Manager, Customer Success Management - Enterprise US East/EMEA

The role, in a nutshell:

The Manager of Customer Success Management (CSM) will report to the Director of Customer Success, working collaboratively to achieve company goals and advance customer success initiatives across the Enterprise segments.

As a leader within the Customer Success organization, this role will partner closely with cross-functional teams to support and scale the CSM function. The ideal candidate brings strong people management skills, experience operating in high-volume, scaled customer environments, and a focus on driving efficient, data-informed customer engagement, retention, and growth strategies.

What you'll do:

Leadership and People Management:

• Build, lead, and mentor a team of CSMs supporting Enterprise customers
• Foster a collaborative, high-performance, and customer-centric culture
• Provide coaching, performance management, and career development support
• Drive accountability through clear goals, metrics, and regular feedback

Segment Strategy and Execution:

• Partner with Customer Success and cross-functional leaders to define segment-specific strategies
• Execute programs tailored to Enterprise customer needs
• Design and operationalize engagement models
• Ensure consistency in customer journeys while adapting for segment nuances

Customer Management:

• Maintain visibility into adoption, health scores, and engagement metrics across the portfolio
• Guide the team in identifying churn risks and expansion opportunities
• Drive proactive outreach and intervention based on data insights
• Support account reviews and leverage segment-level insights to improve outcomes

Client Engagement and Advocacy:

• Ensure strong stakeholder relationships across Enterprise accounts
• Deliver consistent value through interactions
• Capture and synthesize customer feedback to inform internal teams
• Act as the voice of the customer to influence product and go-to-market strategy

Retention and Growth:

• Collaborate with Sales, Product, and Marketing to drive adoption and expansion
• Support renewal strategies and improve retention outcomes across segments
• Leverage data to contribute to accurate forecasting and pipeline visibility
• Identify and scale growth opportunities within the Enterprise base

Operational Excellence:

• Implement and refine processes that enable scale and efficiency
• Improve team productivity through tooling, automation, and best practices
• Standardize workflows and reporting for consistency and visibility
• Monitor industry trends and evolve engagement strategies accordingly

What we're looking for:

• 4+ years of experience in Customer Success, Account Management, or related fields
• Prior people management experience with a track record of developing high-performing teams
• Experience supporting Enterprise or high-ARR customers