Senior Manager - Customer Success

Job description

About the Role We're looking for a Senior Manager - Customer Success to own the strategy and execution behind how we support, engage, and retain customers across our Retail and Corporate segments — end to end, across the full lifecycle. You'll work with the Head of Customer Success: translating ambition into a working operating model, championing the customer's voice at every table you sit at, and building the frameworks that let the team scale without losing its human edge. This is a role for someone who thinks in systems, leads with empathy, and is equally comfortable in a strategy review and a live escalation. Experience: • 8–12 years of experience, including 3–5 years leading teams in Customer Success, Operations, or Relationship Management — ideally across consumer-tech, healthcare, or premium subscription businesses. • A track record of managing managers and building operational capability across multi-functional teams. Education: • An MBA from a Tier-1/2 business school. What You'll Own: 1) Customer Voice & CX Strategy • Champion the customer internally — turning signal from NPS, CSAT, support data, and direct feedback into a clear point of view leadership can act on. • Design and drive the CX strategy across Retail and Corporate customers, covering the full lifecycle: onboarding, engagement, support, and renewal. • Shift the team from reactive, transactional support toward proactive, value-led engagement — and own NPS, Retention rate, and Average Revenue Per User as the measures that prove it's working. • Turn retention drops, escalation trends, or process friction into scalable fixes, not one-off patches. 2) Team, Execution & Cross-Functional Impact • Lead and develop a team of managers and relationship experts, building a culture of ownership, empathy, and high accountability. • Run the day-to-day operating rhythm of the CS function — removing blockers, resolving escalations at the root, and holding the line on CS priorities in rooms where trade-offs get made. • Lead CS readiness for new product, plan, and feature launches — workflows, scripting, and training so the team is never caught flat-footed. • Partner with Product, Tech, Operations, and People Success to close systemic gaps in the customer journey and scale L&D across ground teams. • Drive adoption of CRM and automation tools (Salesforce/SFSC and internal systems) that cut friction without losing the human touch. Skills Required: • Comfort with CRM platforms and data-led decision-making, paired with genuine instinct for customer experience. • Sharp analytical judgment — able to read NPS trends, retention drops, or bottlenecks and design fixes that scale. • Strong stakeholder management, with credibility across clinical, product, and corporate teams. Why Join Us? This is a high-ownership seat at the center of how we manage customer relationships at scale. You'll shape the CX strategy, manage the team and systems behind it, and directly influence retention and growth across a rapidly expanding business.