Were looking for a Senior Manager, Customer Success to lead a team of customer success professionals while operating with a scope that extends well beyond direct team management. Beyond driving client outcomes and team performance, youll build the scalable frameworks, processes, and systems that elevate the broader CS organization - contributing to CS strategy, participating in customer-facing and industry initiatives, and leading cross-functional efforts that strengthen how AbsenceSoft delivers value at scale. This is a role for a leader who makes the people and systems around them better.
WHAT YOULL DO
- Lead, coach, and develop a team of customer success professionals to deliver exceptional client experiences and measurable outcomes
- Establish and track team KPIs, including adoption, retention, customer health scores, and satisfaction metrics
- Recruit, develop, and retain top CS talent, building a pipeline of promotion-ready professionals
- Serve as an escalation point for complex customer issues and strategic accounts
- Identify systemic gaps or inefficiencies in how the CS team operates, and design and implement the scalable frameworks, playbooks, and processes that address them across the broader organization
- Act as a resource and thought partner to peer managers and CS leadership, contributing a practitioners perspective to broader CS strategy and driving cross-functional initiatives with Sales, Product, Support, and Implementation
- Represent AbsenceSoft externally through customer events, advisory boards, industry forums, or other thought leadership opportunities
- Analyze customer data and feedback to surface insights that inform CS strategy, and partner with leadership to identify opportunities for expanding customer value through upsell and cross-sell
- Help maintain applicable organizational security and compliance controls within your department, role, and your teams roles
WHAT YOULL BRING
- Bachelors degree in Business, HR, or a related field, or equivalent experience
- 7+ years of experience in customer success, account management, or a related field, including 3-4 years in a people leadership role
- Demonstrated experience building or improving CS processes, playbooks, or frameworks, with a talent for bringing structure to ambiguous challenges
- A strong track record of recruiting, developing, and retaining high-performing CS talent, with clear paths for growth
- Proven ability to operate independently and lead initiatives with minimal direction, thinking beyond your own team to what the broader organization needs
- Strong analytical skills, with the ability to interpret data and translate it into actionable improvements
- Excellent communication and relationship-building skills across internal teams, leadership, and external stakeholders, with the ability to influence without relying on positional authority
- Experience in HR technology, leave management, or a compliance-focused SaaS environment is a strong plus, as is familiarity with CRM and CS platforms such as Salesforce, Gainsight, or HubSpot
- A track record of contributing to CS strategy, cross-functional leadership initiatives, or external customer engagement such as events, advisory boards, or thought leadership is a plus
- A background in change management or scaling teams in high-growth environments, along with comfort using AI tools to streamline workflows and increase efficiency
Final compensation is determined based on a candidates relevant experience, skills, education, and geographic location. This position is also eligible for annual bonus.
The pay range for this role is:
100,820 - 126,024 USD per year (US National)
