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

Requisitos e responsabilidades

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Details

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
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
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
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
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
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
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 customer segments
Experience with high-touch customer success models
Background in Cybersecurity, DevOps, or a related technical domain preferred
Strong operational mindset with experience building or optimizing processes
Proven ability to drive retention and growth in a metrics-driven environment
Excellent communication and interpersonal skills across diverse audiences
Bachelor’s degree in a relevant field; advanced degree preferred
Equity/stock options
Unlimited PTO
Remote work with flexible coworking and team meetup opportunities
Home office and internet stipend
100% health/dental/vision insurance coverage for you and your family

About Us

We are customer obsessed — We focus on delivering solutions to our customers that create value and make their lives better.
We have a bias for intentional action — We prioritize, plan, try things, and fail fast.
We don't take ourselves too seriously (but we do serious work) — We are solving an important problem which takes focus, but we also like to enjoy the journey.
We trust each other and assume good intentions — We're transparent with decisions to empower team members to make well informed decisions.

About Us

Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!).
100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck.
∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset.
18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.

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