Job Overview

The Senior Manager, Customer Success is responsible for leading and scaling high-performing Customer Success teams that drive customer adoption, retention, value realization, and overall customer outcomes. This role leads Customer Success Managers, Technical Success Managers, or other customer-facing roles within the Customer Success function, while fostering consistency, operational excellence, and exceptional customer experiences across the customer lifecycle.

The Senior Manager translates organizational priorities into execution, develops leadership capability, optimizes processes, and drives measurable business results. This role partners closely with Account Management, Support, Professional Services, Product, and other cross-functional stakeholders to ensure alignment, scalability, and customer success outcomes.

Responsibilities

Team Leadership & Talent Development

• Lead, coach, and develop Customer Success managers to drive engagement, accountability, and performance.

• Build capability through ongoing coaching, feedback, talent development, workforce planning and succession planning.

• Establish clear expectations, performance standards, and development plans aligned to organizational goals.

• Foster a culture of customer advocacy, collaboration, continuous learning, and results orientation.

Operational Excellence & Execution

• Translate strategic priorities into actionable plans and ensure consistent execution across teams.

• Drive operational performance through the use of metrics, customer health indicators, productivity measures, and business insights.

• Monitor team performance, identify trends, and implement improvements to increase effectiveness and scalability.

• Optimize processes, workflows, and ways of working to improve customer outcomes and operational efficiency.

• Ensure consistent execution of customer engagement strategies, risk management practices, and success planning methodologies.

Customer Outcomes & Business Impact

• Provide strategic oversight of customer portfolios to ensure customers realize value and achieve business objectives.

• Partner with leaders across Customer Success, Account Management, Support, Product, and Professional Services to drive retention, adoption, and customer satisfaction.

• Identify organizational risks, customer trends, and opportunities for proactive intervention.

• Support renewal and growth objectives through effective customer success strategies and execution.

• Champion the voice of the customer and leverage insights to influence business priorities, product improvements, and customer experience initiatives.

Strategic Leadership & Cross-Functional Partnership

• Build alignment across teams and stakeholders to ensure coordinated execution of shared objectives.

• Serve as a key stakeholder in organizational planning, helping shape Customer Success strategy and priorities in partnership with senior leaders.

• Lead organizational initiatives, change management efforts, and continuous improvement programs.

• Identify patterns, dependencies, and barriers across teams and implement scalable solutions.

• Influence decisions and drive outcomes through collaboration, communication, and leadership across the organization.
• Contribute to strategic planning, workforce planning, and organizational design discussions.

Qualifications

• Bachelor's degree or equivalent experience.

• 7-11+ years of related experience in Customer Success, Account Management, Customer Operations, Professional Services, Consulting, or related customer-facing SaaS functions
• 1+ years of leadership experience at the Senior Manager level.

• Previous people leadership experience managing customer facing-teams.

• Demonstrated success driving operational results, business outcomes, and customer success initiatives in a SaaS environment.

• Experience developing leaders, building high-performing teams, and managing organizational change.

• Strong analytical and problem-solving capabilities with experience leveraging data to drive decisions.

• Proven ability to influence cross-functional stakeholders and build alignment across teams.

• Exceptional communication, coaching, and leadership skills.

• Ability to manage competing priorities and operate effectively in a dynamic, fast-paced environment.

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated base salary range for this position is $125,000 - $135,000. In addition, the estimated on-target earnings ("OTE"), which includes base salary and commissions, is $150,000-$170,000.

Actual compensation will depend on various job-related factors, including but not limited to, location, experience, and job qualifications. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits