Sr. Manager, Commercial Customer Success

Accountabilities:

• • Hire, mentor, coach, and develop a team of high-performing Customer Success Managers while fostering a culture centered on customer value, accountability, collaboration, and continuous development.
  • Shape and improve the Customer Success methodology across implementation, onboarding, adoption, customer value realization, retention, and risk management.
  • Establish strategies and coaching practices that enable the team to achieve key performance indicators, including revenue retention, customer health, adoption, and expansion.
  • Coach CSMs on effective portfolio prioritization, success planning, risk identification, executive engagement, and expansion opportunity development across portfolios of approximately 40–55 accounts.
  • Build onboarding, enablement, and ongoing development programs that strengthen product expertise, customer success capabilities, industry knowledge, and career progression.
  • Represent the needs of the Customer Success team and customers in strategic discussions with Sales, Product, Marketing, Revenue Operations, Account Management, Recruiting, and other cross-functional partners.
  • Establish and maintain strong executive-level customer relationships, helping teams navigate complex issues, escalations, competing priorities, and business needs.
  • Use data, structured decision-making frameworks, and customer insights to identify opportunities, mitigate risks, and continuously improve team performance.
  • Contribute to the evolution of the broader upmarket Customer Success strategy and develop repeatable approaches that help customers establish effective modern governance, risk, and compliance programs.
  • Lead effectively through periods of rapid growth and organizational change while maintaining a strong focus on customer outcomes and team engagement.
  • Encourage responsible use of AI and emerging technologies to improve team productivity, decision-making, customer engagement, and operational effectiveness.

  Requirements

  • Proven track record of high performance in Customer Success or Account Management, with experience mentoring peers and developing toward or operating in a people leadership capacity.
  • Demonstrated experience managing commercial customers with complex products, requirements, buying processes, and multiple stakeholder groups.
  • Strong people leadership capabilities, including coaching, performance management, team development, onboarding, and enablement.
  • Experience establishing executive-level customer relationships and confidently managing escalations, difficult conversations, and competing customer and business priorities.
  • Demonstrated ability to define and execute customer success strategies covering adoption, customer health, retention, risk management, value realization, and expansion.
  • Strong analytical and critical-thinking skills, with a track record of using data and structured frameworks to guide decisions.
  • Excellent written, verbal, presentation, and stakeholder-management skills, with the ability to communicate effectively across technical, business, and executive audiences.
  • Ability to operate successfully in a fast-paced, high-growth environment and lead teams effectively through ambiguity and transformational change.
  • Genuine curiosity about emerging technologies and enthusiasm for cybersecurity, governance, risk, and compliance.
  • Natural problem-solving ability, strong ownership, and a proactive mindset suited to a high-impact startup environment.
  • Willingness to adopt AI-enabled tools and workflows, with the curiosity and judgment to apply AI responsibly to increase efficiency and business impact.

  Benefits

  • Industry-competitive salary and equity opportunities.
  • Comprehensive medical, dental, and vision coverage, with employee-only premiums fully covered for most medical plans.
  • 16 weeks of paid parental leave for all new parents.
  • Health and wellness stipend.
  • Remote workspace, internet, and cellphone stipends.
  • Commuter benefits for employees working from the San Francisco and New York City offices.
  • Family planning benefits.
  • 401(k) matching contribution with immediate vesting.
  • Flexible paid time off policy plus 80 hours of sick time.
  • 11 company-paid holidays.
  • Virtual team-building activities, lunch-and-learns, and company-wide events.
  • Access to offices in San Francisco, New York City, London, Dublin, Tel Aviv, and Sydney.
  • Remote-friendly working environment designed to support flexibility and productivity.
  • Compensation is benchmarked against comparable growth companies, with final offers determined based on factors including location, skills, experience, and relevant credentials.