Senior Manager, Customer Success Management

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Customer Success Management based in United States.

This senior leadership role will help shape and scale Customer Success across Enterprise customer segments. You will lead and develop a high-performing team while building customer engagement strategies that strengthen adoption, retention, and growth. The position combines people leadership, operational excellence, data-driven decision-making, and strategic customer management. You will work closely with Sales, Product, Marketing, and other cross-functional leaders to create consistent yet segment-specific customer experiences. The role offers significant influence over processes, tooling, engagement models, and customer feedback loops. It is well suited to an experienced Customer Success leader who thrives in a high-volume, metrics-driven, and technically sophisticated environment.

Accountabilities:

• Lead, coach, and develop a team of Customer Success Managers supporting Enterprise customers, establishing clear goals, accountability, performance expectations, and career development opportunities.
• Partner with Customer Success and cross-functional leadership to define and execute segment-specific strategies, engagement models, and customer journeys tailored to Enterprise needs.
• Maintain visibility into customer adoption, health, engagement, and portfolio-level performance, using data to identify churn risks, expansion opportunities, and areas requiring proactive intervention.
• Guide the team in building strong stakeholder relationships, delivering consistent customer value, capturing feedback, and representing the customer perspective in product and go-to-market decisions.
• Collaborate with Sales, Product, and Marketing to increase adoption, support renewal strategies, improve retention, and identify scalable growth opportunities across the Enterprise customer base.
• Contribute to accurate forecasting and pipeline visibility by using customer and portfolio insights to inform retention and expansion planning.
• Build and refine operational processes, workflows, reporting standards, tooling, and automation that improve team productivity, scalability, consistency, and visibility.
• Monitor industry and customer trends and use those insights to evolve engagement strategies, operating models, and best practices across the Customer Success organization.

Requirements:

• 4+ years of experience in Customer Success, Technical Account Management, or a related customer-focused function, with experience supporting Enterprise or high-ARR customer segments.
• Demonstrated people management experience and a track record of developing high-performing teams through coaching, performance management, feedback, and career development.
• Strong experience with high-touch Customer Success models and the ability to drive measurable retention, adoption, and growth in a metrics-driven environment.
• A strong operational mindset, with experience designing, implementing, or optimizing processes that enable customer teams to operate efficiently at scale.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with customers, executives, and diverse cross-functional stakeholders.
• Strong analytical and strategic thinking, with the ability to translate customer health, engagement, and business data into clear priorities and actions.
• Experience in Cybersecurity, DevOps, or another technical domain is preferred, particularly within complex Enterprise environments.
• Bachelor’s degree in a relevant field is required, while an advanced degree is preferred.
• A customer-centric, collaborative, and accountable leadership style, with the ability to operate effectively in a fast-moving environment.
• The original role specifies current location in the United Kingdom; this position is presented here based on the requested United States location.

Benefits:

• Base salary of up to £150,000, plus bonus depending on experience.
• Flexible, remote-first work culture with opportunities for team meetups and bi-annual destination summits.
• Monthly stipend supporting coworking space, phone, and internet expenses.
• Stock options upon hire and promotion, with opportunities to participate in secondary offerings and a 10-year exercise period.
• 100% company-paid health, vision, and dental insurance premiums for employees and dependents.
• Unlimited flexible time off designed to support sustainable performance and time to recharge.
• Paid parental leave of 18 weeks for birthing parents and 12 weeks for non-birthing parents, with flexible usage during the child’s first year.
• Opportunity to work in a customer-focused, collaborative environment with meaningful influence over Enterprise Customer Success strategy and operations.
• Exposure to cybersecurity, DevOps, Enterprise technology, customer growth, and scalable Customer Success practices.