Senior Manager, Customer Success Full Time

This is a high-impact leadership role at the intersection of customer success, SaaS growth, and data privacy innovation. You will lead and develop a team of Customer Success Managers while actively engaging with strategic customers in a player-coach capacity. The role focuses on driving retention, expanding customer value, and ensuring successful adoption of a next-generation privacy platform in a rapidly evolving AI-driven environment. You will play a central role in shaping scalable customer success processes, strengthening renewal performance, and elevating customer experience across all segments. Working closely with cross-functional teams such as Product, Sales, and Implementation, you will help translate customer needs into actionable outcomes. This position is ideal for a hands-on leader who thrives in ambiguity, enjoys coaching high-performing teams, and wants to influence how privacy technology is delivered at scale.

Accountabilities

• Lead, coach, and develop a team of Customer Success Managers, providing real-time guidance, call coaching, and hands-on support to improve performance and customer outcomes.
• Own and drive team renewal performance, targeting and maintaining high retention rates through proactive account management and escalation handling.
• Serve as the primary escalation point for CSMs, supporting complex customer challenges and ensuring timely resolution.
• Oversee customer health monitoring, ensuring full visibility into engagement levels, risks, renewal timelines, and expansion opportunities across accounts.
• Ensure execution of executive business reviews and structured re-engagement plans for at-risk or low-engagement customers.
• Develop deep product expertise to support both internal teams and customers on complex technical and functional topics.
• Drive adoption of AI tools and modern CS technologies to improve efficiency and customer engagement outcomes.
• Collaborate closely with Implementation teams to ensure smooth onboarding and successful customer deployments.
• Partner cross-functionally with Product, Sales, and leadership to advocate for customer needs and improve overall experience.
• Build scalable Customer Success frameworks, playbooks, and operational processes to support organizational growth.

Requirements

• 7+ years of experience in Customer Success or related SaaS customer-facing roles, including leadership experience managing CS teams.
• Proven track record of improving retention and renewal performance in a fast-paced SaaS environment.
• Strong coaching and people development skills with the ability to provide actionable feedback and elevate team performance.
• Data-driven mindset with the ability to analyze customer health metrics and act proactively on trends.
• Strong technical aptitude with the ability to understand and discuss complex product and customer use cases.
• Experience or strong interest in AI-driven tools and their application within Customer Success operations.
• Excellent communication and relationship-building skills across customers, teams, and executive stakeholders.
• Ability to thrive in high-growth, ambiguous environments with shifting priorities.
• Bonus: Experience in privacy, data governance, compliance, or similar industries; experience building or scaling CS organizations.

Benefits

• Competitive compensation package with total on-target earnings between 180,000 and 210,000 USD.
• Equity participation offering long-term alignment with company success.
• Comprehensive health, dental, and vision insurance coverage.
• Remote-first work environment across the United States.
• 401(k) retirement savings plan with employer support.
• Generous parental leave and family support policies.
• Wellness benefits and work-from-home stipend.
• Flexible time off policy and paid holidays.
• Opportunity to work at the forefront of AI-powered privacy and data governance innovation.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.