Senior Manager, Customer Success Job at Intercom (Chicago)

Senior Manager, Customer Success

As a Senior Manager, Customer Success, you’ll lead a team of six experienced CSM...

Location

United States

Salary:

Not provided

Clutch

Expiration Date

Until further notice

Requirements

5+ years of people leadership experience in Customer Success or Account Management, ideally leading CSMs in post-implementation, B2B SaaS environments
Expertise in fintech or other regulated, complex industries where success requires executive alignment, precision, and cross-functional coordination
Experience leading CSMs who manage strategic or enterprise-level customers, with a focus on coaching executive presence and commercial acumen
Strength in coaching and talent development, building confident, accountable CSMs who own their outcomes
Proven success in renewal and expansion mechanics, including forecasting, pipeline management, and joint sales motions
Strong operational skills, capable of bringing clarity and structure to evolving processes in a fast-paced, scaling environment
Executive presence and storytelling ability, able to guide senior stakeholders through strategic and high-stakes conversations
Bias to action and ownership mindset, moving initiatives forward amid ambiguity while maintaining strong team alignment
Data fluency, with the ability to interpret team and customer data, identify trends, and drive continuous improvement
Collaborative approach, working closely with Product, Support, and Professional Services to execute shared customer outcomes

Job Responsibility

Lead a team of six experienced CSMs serving mid-market and Lighthouse Credit Unions, including several of Clutch’s largest and most strategic customers with contracts up to and above $1M+ ARR
Drive post-implementation success, ensuring customers deploy new features, realize measurable value, and expand their partnership with Clutch
Own outcomes across retention, expansion sourcing, and building scalable processes and playbooks across the CS org
Coach CSMs on executive-level renewals while building repeatable frameworks that scale
Work closely with Product, Support, and Professional Services to guide feature rollouts, strengthen adoption, and deepen executive alignment
Shape the playbooks and cadences that define our next stage of growth
Quarterback challenging customer situations, earning trust from both your team and senior stakeholders
Implement operating cadences and take full ownership of the team’s KPIs and forecasting accuracy
Identify and lead process improvement initiatives, strengthening team consistency and predictability
Guide the team through high-stakes renewals with confident, predictable forecasting

What we offer

Remote Flexibility
Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations
Paid Time Off: Enjoy flexible PTO days yearly
Stock Options
Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials
Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working
Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans

Fulltime

Senior Manager, Customer Success

As a Senior Customer Success Manager (Senior CSM) at Arcadia.io, you will take o...

Location

Salary:

Not provided

The Muse

Expiration Date

Until further notice

Requirements

5+ years of experience in Customer Success, Account Management, or Consulting within healthcare technology
2+ years of experience managing and mentoring customer success or account management teams
Bachelor’s degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experience
Strong understanding of value-based care, population health, and healthcare data analytics
Exceptional ability to translate complex technical concepts into business value for customers
Strong communication skills including the ability to interact with customers and explain technical concepts and product functionality clearly
Experience managing executive-level relationships and driving C-suite engagement
Excellent communication skills, including the ability to present to diverse audiences
Excellent presentation and communication skills, including the ability to create compelling materials in Microsoft PowerPoint, Excel, Word, etc.
Regularly learn new skills, make timely decisions, and adapt well to change

Job Responsibility

Manage, mentor, and coach Customer Success Managers, fostering a high-performance culture
Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers
Developing strong customers relationships and effectively communicating with executive stakeholders
Learning customers’ business goals to facilitate delivery of projects and capabilities to support the strategic vision of each customer
Lead quarterly business reviews (QBRs) to assess customer performance, demonstrate ROI, and define strategic initiatives
Develop and execute customer success plans that align Arcadia’s solutions with customer business objectives, ensuring measurable outcomes
Partner with customer success managers in your pod to drive adoption and expansion of Arcadia’s capabilities, increasing customer value and engagement
Act as a trusted advisor, guiding customers on industry trends, best practices, and data-driven decision-making
Define and implement the best practices for account management, issue resolution, and strategic planning
Support team members in managing escalations, resolving complex challenges, and driving customer satisfaction

What we offer

Pet Insurance
Health Insurance
Dental Insurance
Vision Insurance
FSA
HSA
HSA With Employer Contribution
Life Insurance
Short-Term Disability
Long-Term Disability

Senior Customer Success Manager / Account Manager

We are looking for an experienced and hands-on Senior Customer Success Manager/A...

Location

United Kingdom , London

Salary:

55000.00 - 70000.00 GBP / Year

Xelix

Expiration Date

Until further notice

Requirements

At least 3 years of relevant experience in Customer Success and/or Sales and/or Project Management in a fast-paced tech company
Ample experience in managing complex enterprise customers, involving six-figure ACVs and engagement at senior levels
Proven track record of identifying at-risk customers and driving complex resolution plans
Proven success in managing cross-sells, upsells and renewals without assistance
Speedy learner with the ability to grasp new technologies, product features & processes quickly
Good time manager & well-practised at prioritization
Clear and accurate verbal and written communication skills
Strong attention to detail, with experience managing multiple complex work streams at once
Confident, high energy and personable with proven success of building relationships
Robust analytical and problem-solving skills

Job Responsibility

Act as a consultant to some of our highest-tier customers
building CSPs, monitoring value realisation and preparing & presenting success metrics to C-Suite
Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap
Consistently monitoring customer health & engagement
Proactively identifying churn risk and engaging internal stakeholders
Build relationships with multiple contacts within each customer
Proactively triage technical and non-technical queries and identify solutions with efficiency
Administer renewals and reduce churn while promoting the upsell of new Xelix products and expanding contract values
Act as the voice of the customer internally and work closely with the Product team
Communicate product deliverables and timelines to customers

What we offer

Commission
27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days
Hybrid working with two days a week from our dog-friendly Hoxton office and on-site gym
Comprehensive private medical & dental cover with Vitality
Enhanced parental leave pay
Learning & development culture – £500 personal annual budget
We’re carbon-neutral and are working towards ambitious carbon reduction goals
Lots of team socials & activities
Annual team retreat

Fulltime

New

Senior Customer Success Manager - Germany

Luma's mission is to build multimodal AI to expand human imagination and capabil...

Location

Germany , Munich

Salary:

Not provided

Luma AI

Expiration Date

Until further notice

Requirements

5–10+ years experience in Strategic Account Management, Enterprise Sales, or commercial Customer Success within SaaS, AI or enterprise technology
Proven track record of driving expansion and growth within large, complex accounts
Strong commercial mindset, with the ability to identify and execute revenue opportunities
Comfortable working with data, dashboards and usage metrics to inform decision-making
Able to navigate and influence multiple stakeholders across large organisations
Highly proactive, with a bias towards action and ownership of outcomes
Comfortable operating in fast-moving, ambiguous environments

Job Responsibility

Own a portfolio of strategic accounts, with responsibility for expansion and long-term account growth
Identify and execute opportunities to increase usage across teams, geographies and use cases
Build strong, multi-threaded relationships across technical, operational and executive stakeholders
Own and interpret usage data, identifying trends, spikes and drop-offs across accounts
Translate usage insights into clear, proactive growth strategies
Partner with product and engineering teams to unlock new use cases and remove adoption blockers
Lead account planning, expansion strategy and commercial conversations within your accounts
Contribute to renewals and long-term account strategy, ensuring accounts continue to grow over time

Fulltime

New

Senior Customer Success Manager I

The Customer Success Manager's primary responsibility is to drive product adopti...

Location

United States

Salary:

90000.00 - 130000.00 USD / Year

Seismic

Expiration Date

Until further notice

Requirements

Bachelor’s Degree or equivalent related experience
Customer-facing experience, relationship building, and driving customer transformation programs
Excellent communication, presentation, and problem-solving skills
Ability to translate business requirements into business solutions
Advanced proficiency with the Microsoft Office Suite
Experience with Salesforce and Gainsight a plus
Previous experience with SaaS preferred
Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels
Ability to effectively prioritize and escalate customer issues

Job Responsibility

Drive the successful adoption of multiple use cases across the organization, helping the customer quantify the business value of the partnership
Form strategic relationships with key stakeholders to understand a customer’s objectives to develop strategic roadmaps and uncover expansion opportunities
Conduct regular business review meetings with key accounts
Act as the voice of the customer and drive requested enhancements with the product management and development teams
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Ensure account transparency by tracking client sentiment and key milestones in Salesforce and Gainsight
Partner with customer-facing account teams and executives to develop a strategic plan to help customers achieve their business objectives and to execute on upsell and cross sell opportunities
Anticipate client risks and strategize ways to help mitigate churn
Manage the customer contract renewal process and maintain a renewal forecast

Fulltime

Senior Customer Success Manager

Luma's mission is to build multimodal AI to expand human imagination and capabil...

Location

United States , New York

Salary:

124000.00 - 155000.00 USD / Year

Luma AI

Expiration Date

Until further notice

Requirements

5–8 years of relevant experience in Customer Success, Account Management, Strategic Accounts, or a closely related client-facing function, with a track record of owning complex, high-value customer relationships
A senior IC who has demonstrably led scoped projects or workstreams with minimal oversight and meaningful cross-functional impact
Capable of informally mentoring and upleveling junior teammates — through coaching, reviewing their work, modeling craft, and pulling them through hard situations
Strong systems thinker: can spot patterns across accounts, design processes that scale, and integrate CS work into the broader product and GTM architecture
Hands-on operator at heart — still motivated to roll up your sleeves and run the work, not just direct it
Exceptional communicator who can navigate executive conversations, hold the room with technical partners, and translate customer feedback into clear, actionable input for Product and Engineering
Comfortable operating with high autonomy in an ambiguous, fast-evolving environment
Strong sense of ownership and judgment — you make the call when the playbook does not exist, and you escalate cleanly when it should

Job Responsibility

Own a portfolio of Luma's enterprise accounts, driving adoption, retention, and expansion with minimal oversight
Build and maintain executive-level relationships within your accounts — operating as a strategic advisor, not just a point of contact
Run the full enterprise CS motion: structured onboarding, success planning, executive business reviews, renewal management, and expansion identification
Lead scoped customer success initiatives end-to-end — executive business review programs, customer health frameworks, onboarding journeys for new customer segments, technical enablement programs
Informally mentor and coach CSMs through account reviews, customer escalations, and day-to-day craft — modeling what great looks like without formal management accountability
Serve as a senior voice of the customer to Product, Engineering, Research, and GTM leadership — synthesizing patterns across accounts into clear, prioritized input that influences roadmap and strategy
Diagnose and resolve complex, ambiguous customer problems where no established playbook exists — and codify the resulting solutions into repeatable practices for the team
Define and refine core CS processes — account segmentation, success planning, QBRs, renewals, escalation paths — as the function scales
Partner cross-functionally with Sales, FDC, Solutions, Product, and Engineering to integrate CS work into Luma's broader GTM motion
Run point on high-stakes customer escalations and executive-level relationships, including technical deep dives and strategic alignment conversations

Fulltime

Senior Customer Success Manager

We are looking for a Senior Customer Success Manager to own and grow a portfolio...

Location

United States , Las Vegas

Salary:

Not provided

ChargerGoGo

Expiration Date

Until further notice

Requirements

7+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, Partnerships, or a related customer-facing revenue role
Proven track record of driving expansion revenue within existing accounts
Experience managing multi-location, enterprise, franchise, venue, retail, hospitality, or distributed account structures
Strong commercial judgment and ability to identify growth opportunities within complex accounts
Strong analytical ability, with experience translating performance data into practical customer recommendations
Experience leading executive-level customer conversations, QBRs, or strategic business reviews
Excellent communication, presentation, negotiation, and relationship-management skills
Ability to work cross-functionally with Sales, Operations, Finance, Marketing, Advertising, and executive leadership
Strong organizational skills and ability to manage multiple accounts, priorities, risks, and follow-ups
Comfortable working in a fast-paced, growth-stage environment with evolving processes and priorities

Job Responsibility

Manage a portfolio of strategic accounts, including venue groups, enterprise chains, high-revenue operators, and distribution partners
Build strong relationships with customer stakeholders across Operations, Marketing, Finance, and executive leadership
Lead customer performance conversations, Executive Business Reviews, and Quarterly Business Reviews
Develop account plans that identify retention risks, expansion opportunities, stakeholder priorities, and revenue growth strategies
Drive expansion opportunities, including additional location rollouts, additional units per site, premium placements, and broader enterprise penetration
Analyze performance metrics such as revenue per unit, usage trends, uptime, downtime, deployment status, and account-level revenue growth
Identify underperforming locations or units and recommend practical solutions to improve results
Partner with Operations to support deployment execution, uptime, maintenance priorities, and customer escalations
Collaborate with Sales on expansion strategy and account growth opportunities
Work with Finance to support revenue-share accuracy, reporting clarity, and customer-facing financial discussions

Fulltime

Senior Customer Success Manager

With very limited direction, the Senior Customer Success Manager delivers post-s...

Location

United States , New York

Salary:

128000.00 - 161000.00 USD / Year

BlackLine

Expiration Date

Until further notice

Requirements

Years of Experience in Related Field Domain expertise - 7+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
Prior experience as a Controller and/or Director or Finance
Education: Bachelor's degree in Accounting, Economics or Business Administration Master of Business Administration or equivalent
5+ years BlackLine experience required or equivalent
6 Years Customer facing experience (internal or external)
CPA, CIA or related professional accounting certification
Updated knowledge of current accounting practices and changes in the industry
Knowledge of Gainsight, Salesforce CRM, etc.
Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
Highly process-oriented mindset, with a love of telling stories with data

Job Responsibility

Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customer as it relates to assigned customers
Track, validate, and provide feedback to AM team to ensure the customer moves through the entire BlackLine journey after initial contract implementation
Deliver actionable advice, coaching and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and to assist the Account Management team in license expansion
Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives
Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure BlackLine understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions
Continually communicate BlackLine value to customer through the entire customer journey
Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk
Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits
Address assigned client activities' impact on BlackLine and provide best practices. Includes, but not limited to organizational changes, global rollout, and ERP changes. Ensure ERP changes that result in risk of churn or attrition is document
Keep current on all BlackLine solutions, including detailed product functionality and its proper use

What we offer

short-term and long-term incentive programs
robust offering of benefit and wellness plans

Fulltime

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Senior Manager, Customer Success

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