Senior Manager, Customer Success

📋 Description

• Lead, coach, and develop a team of Customer Success Managers across Justice and Corrections
• Set clear expectations around customer engagement, adoption, account ownership, risk management
• Establish consistent 1:1s, account reviews, performance management, and development planning
• Develop high-potential talent, address performance gaps, and help hire and onboard strong CS talent
• Build a culture of customer obsession, accountability, collaboration, and continuous improvement
• Develop a deep understanding of Justice and Corrections customers, workflows, stakeholders, and

🎯 Requirements

• 8+ years of experience in Customer Success, Customer Experience, SaaS, account management
• 3+ years of direct people-management experience, ideally leading Customer Success Managers or
• Proven ability to coach and develop teams with varying levels of experience
• 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

🎁 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