Senior Manager Customer Success

You will lead, mentor, and manage a team of Customer Success Managers while providing coaching and performance feedback. You will drive customer adoption, retention, expansion, and renewal opportunities for Infrastructure and Managed AI services. You will align products with customer needs, communicate feedback to Product and Engineering, develop documentation, analyze customer usage and KPIs, and improve customer success processes.

Responsibilities

• Lead, mentor, and manage a team of Customer Success Managers
• Provide regular coaching and performance feedback
• Partner with customers to drive adoption of Infrastructure and Managed AI services
• Assist with expansion and renewal opportunities
• Drive product alignment across customer priorities and needs
• Communicate customer feedback to Engineering and Product leaders
• Influence the feature roadmap
• Develop documentation for internal teams and customer self-service
• Analyze customer usage data and KPIs
• Create internal documentation and customer-facing collateral
• Improve customer success workflows

Requirements

• 6-10 years of experience in Customer Success
• 2-3 years in a leadership or lead capacity
• Experience developing and implementing customer success strategies and processes
• Strong customer advocacy and problem-solving skills
• Excellent verbal and written communication skills
• Experience managing difficult conversations and at-risk accounts
• Strong collaborative skills across Sales, Product, and Support
• Experience using CRM and customer success tools such as Salesforce, Gainsight, or ChurnZero
• Ability to translate customer data into actionable insights
• Bachelor’s degree
• Proven experience in an IaaS or high-growth technology environment
• Strong understanding of customer success methodologies and best practices
• Ability to build and maintain relationships with executive-level stakeholders
• Ability to translate customer needs into product and service improvements

Benefits

• Restricted Stock Units
• Paid time off
• Paid holidays
• Comprehensive health insurance
• Dental insurance
• Vision insurance
• Employer contributions to HSA account
• Paid parental leave
• Paid life insurance
• Short-term disability insurance
• Long-term disability insurance
• Professional development
• Tuition reimbursement
• Mental health and wellness support
• Commuter benefits for parking and transit
• Cell phone stipend
• 401(k) retirement plan with company match up to 4% of salary
• Volunteer time off