Senior Manager, Customer Success (SaaS)

Location: New York, NY; hybrid format with attendance at the New York office twice per week

Company

SaaS company serving a growing portfolio of enterprise customers.

What you will do

• Lead, coach, and develop a team of 4–5 Customer Success Managers.
• Establish performance management, feedback, accountability, hiring, onboarding, and team development practices.
• Oversee customer relationships, renewal readiness, adoption risk, retention, strategic renewals, and high-risk accounts.
• Manage customer escalations and support CSMs in executive conversations, risk mitigation, and recovery strategies.
• Use retention, churn, expansion, contraction, forecast accuracy, and capacity metrics to improve team execution.
• Partner with Enablement, Sales, Support, Product, and other stakeholders to advocate for customer needs and unblock the team.

Requirements

• Ability to work in a hybrid format and come to the New York office twice per week.
• 3–4 years of people management experience in Customer Success, Account Management, or a related post-sales leadership function in SaaS.
• Strong experience in performance management, coaching, and building team accountability.
• Experience managing customer risk, escalations, and complex stakeholder situations.
• Strong organization, communication, judgment, and ability to use metrics and operational data.
• Comfort using AI tools to improve productivity, decision-making, and team execution.

Nice to have

• Experience working with onboarding, implementation, or professional services teams.
• Experience leading distributed teams across multiple geographies or time zones.

Culture & Benefits

• Cross-functional collaboration with Enablement, Sales, Support, Product, and Customer Success leadership.
• Structured management cadence covering pipeline, renewals, account reviews, forecasting, and coaching.