Senior Manager, Customer Success

📋 Description

• Lead, coach, and develop a team of Customer Success Managers across Justice and Corrections
• Establish clear expectations around customer engagement, adoption, account ownership, risk
• Drive improvements across adoption, customer health, retention, NPS, CSAT, and other key customer
• Build and scale Customer Success programs, processes, playbooks, and operating rhythms
• Use Salesforce, Gainsight, product usage, and other customer signals to identify trends, prioritize
• Partner with Sales, Product, Professional Services, Support, and Operations to solve complex

🎯 Requirements

• 8+ years of experience in Customer Success, Customer Experience, SaaS, account management, or
• 3+ years of direct people-management experience, ideally leading Customer Success Managers or
• Experience building or scaling Customer Success programs, processes, playbooks, and operating
• Strong track record of partnering with Sales to drive customer and business outcomes
• Experience using data and customer signals to identify risk, prioritize accounts, and improve
• Strong cross-functional leadership skills across Sales, Product, Professional Services, Support

🎁 Benefits

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support