Senior Manager, Customer Success (SaaS)

TL;DR

Senior Manager, Customer Success (SaaS): Leading a team of Customer Success Managers to drive adoption, expansion, and long-term outcomes for B2B accounts with an accent on retention and expansion strategy. Focus on scaling operational processes, coaching high-performing teams, and managing complex account escalations.

Location: Hybrid: Expected to come into the office each Tuesday, Wednesday, and Thursday in Santiago, Chile

Company

Customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync.

What you will do

• Lead, coach, and develop a team of Customer Success Managers, fostering a culture of ownership and empathy.
• Own retention and expansion outcomes, managing forecasting, risk, and pipeline health for the team's book of business.
• Partner with Sales on renewals and expansion strategies, ensuring smooth handoffs and aligned customer narratives.
• Build scalable operational processes including QBRs, success planning, and health scoring.
• Act as the escalation leader for at-risk accounts to rebuild trust and resolve complex stakeholder dynamics.
• Collaborate with Support, Product, and Engineering to influence roadmap priorities based on customer feedback.

Requirements

• 7+ years in Customer Success, Account Management, or post-sales B2B SaaS roles.
• 2+ years of experience managing and scaling high-performing CS teams.
• Proven track record of driving renewals, churn reduction, and upsell/cross-sell outcomes.
• Strong experience in building operational rigor, including forecasting and health metrics.
• Excellent communication skills with the ability to influence senior leadership and external stakeholders.
• Ability to operate effectively in ambiguity and drive execution as the business scales.

Culture & Benefits

• Competitive salary and fully covered health insurance (medical, dental, vision).
• Generous paid time off and Wellness Days on months without holidays.
• Monthly Lifestyle Stipend for fitness and health, plus a Monthly Teleworking Allowance.
• Mental health support via Workplace Options and family planning support via Maven.
• Annual Summer Break with office closures from Christmas to New Year's Day.