Looking for Senior Manager of Customer Success jobs? This senior leadership role is a cornerstone of the modern B2B SaaS and technology landscape, focused on transforming customer relationships into strategic assets. Professionals in this position are responsible for architecting and executing the customer success strategy for a portfolio of key accounts, ensuring clients not only achieve their desired business outcomes but also become long-term advocates. Unlike individual contributor roles, a Senior Manager typically oversees a team of Customer Success Managers (CSMs) or leads strategic programs, blending people leadership with high-level client engagement and cross-functional orchestration. The core mission is to drive customer retention, expansion, and overall satisfaction at scale. This involves defining and optimizing the customer journey from onboarding through renewal and growth. A Senior Manager establishes key performance indicators (KPIs) like Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and product adoption rates, using data to guide team priorities and business decisions. They act as the ultimate escalation point for critical accounts, building trusted advisor relationships with C-suite and executive stakeholders to align the company's solutions with the client's strategic goals. Common responsibilities include developing and implementing scalable success frameworks, playbooks, and digital engagement programs; conducting and guiding quarterly business reviews (QBRs); identifying expansion opportunities; mitigating churn risk; and ensuring seamless collaboration between Success, Sales, Product, Marketing, and Support teams. Typical skills and requirements for Senior Manager of Customer Success jobs are extensive. Candidates generally possess 8+ years of experience in customer-facing roles like Customer Success, Account Management, or Consulting, with at least 3-5 years in a leadership or people management capacity. A deep understanding of SaaS business models, customer lifecycle management, and value realization frameworks is essential. The role demands exceptional skills in strategic planning, data analysis, and project/program management. Strong emotional intelligence, executive communication, and the ability to influence both internal and external stakeholders are critical. Proficiency with Customer Success Platforms (like Gainsight or ChurnZero), CRM systems (like Salesforce), and data visualization tools is often expected. Ultimately, this profession is for strategic leaders who are passionate about delivering measurable customer value and building a customer-centric culture, making these roles pivotal to sustainable company growth. Explore Senior Manager of Customer Success jobs to find a career where leadership directly fuels customer and business triumph.
