Senior Manager of Customer Success

Join , a leading AI-powered transcription and collaboration platform, as a Senior Manager of Customer Success. In this strategic leadership role, you will lead and coach a team of Customer Success Managers and Technical Delivery Managers, driving performance across key metrics and aligning internal teams with customer stakeholders. You will manage complex enterprise accounts, drive retention and renewal performance, and operationalize scalable lifecycle processes. Additionally, you will partner closely with Sales, Product, and Engineering to align on account strategy and represent the voice of the customer. - Lead and coach a team of Customer Success Managers and Technical Delivery Managers, driving performance across key metrics. - Develop and execute strategies for complex, multi-stakeholder enterprise accounts, managing executive relationships. - Drive retention and renewal performance, improving key metrics through proactive risk management. - This is a strategic leadership role for someone who thrives in fast-paced SaaS environments, has a strong understanding of AI-powered products and emerging technologies, and knows how to build and scale Enterprise Customer Success programs - They are equally comfortable partnering with technical stakeholders and executive leaders to deliver measurable customer outcomes - The ideal candidate has experience managing the full customer lifecycle - from implementation and adoption through renewals and expansion - and a proven track record of driving retention, growth, product adoption, and time-to-value at enterprise scale - Experience working on account strategy and mapping - Experience with AI products or workflows preferred - Proven cross-functional leadership across Sales, Product, and Engineering - 8+ years in Customer Success, Account Management, or post-sales roles - Proven track record driving GRR, NDR, expansion and adoption in enterprise environments - Highly data-driven with strong operational and strategic judgment - 5+ years managing CS/AM teams in SaaS - 5+ years quota carrying - Strong understanding of TTV, lifecycle strategy, and retention dynamics - is looking for a high-impact Sr. Manager, Customer Success to support our growing CS organization and enterprise motion