Sr. Manager, Commercial Customer Success
Accountabilities: Hire, mentor, coach, and develop a team of high-performing Customer Success Managers while fostering a culture centered on customer value, accountability, collaboration, and continuous development.
Shape and improve the Customer Success methodology across implementation, onboarding, adoption, customer value realization, retention, and risk management.
Establish strategies and coaching practices that enable the team to achieve key performance indicators, including revenue retention, customer health, adoption, and expansion.
Coach CSMs on effective portfolio prioritization, success planning, risk identification, executive engagement, and expansion opportunity development across portfolios of approximately 40–55 accounts.
Build onboarding, enablement, and ongoing development programs that strengthen product expertise, customer success capabilities, industry knowledge, and career progression.
Represent the needs of the Customer Success team and customers in strategic discussions with Sales, Product, Marketing, Revenue Operations, Account Management, Recruiting, and other cross-functional partners.
Establish and maintain strong executive-level customer relationships, helping teams navigate complex issues, escalations, competing priorities, and business needs.
Use data, structured decision-making frameworks, and customer insights to identify opportunities, mitigate risks, and continuously improve team performance.
Contribute to the evolution of the broader upmarket Customer Success strategy and develop repeatable approaches that help customers establish effective modern governance, risk, and compliance programs.
Lead effectively through periods of rapid growth and organizational change while maintaining a strong focus on customer outcomes and team engagement.
Encourage responsible use of AI and emerging technologies to improve team productivity, decision-making, customer engagement, and operational effectiveness.
Requirements
Proven track record of high performance in Customer Success or Account Management, with experience mentoring peers and developing toward or operating in a people leadership capacity.
Demonstrated experience managing commercial customers with complex products, requirements, buying processes, and multiple stakeholder groups.
Strong people leadership capabilities, including coaching, performance management, team development, onboarding, and enablement.
Experience establishing executive-level customer relationships and confidently managing escalations, difficult conversations, and competing customer and business priorities.
Demonstrated ability to define and execute customer success strategies covering adoption, customer health, retention, risk management, value realization, and expansion.
Strong analytical and critical-thinking skills, with a track record of using data and structured frameworks to guide decisions.
Excellent written, verbal, presentation, and stakeholder-management skills, with the ability to communicate effectively across technical, business, and executive audiences.
Ability to operate successfully in a fast-paced, high-growth environment and lead teams effectively through ambiguity and transformational change.
Genuine curiosity about emerging technologies and enthusiasm for cybersecurity, governance, risk, and compliance.
Natural problem-solving ability, strong ownership, and a proactive mindset suited to a high-impact startup environment.
Willingness to adopt AI-enabled tools and workflows, with the curiosity and judgment to apply AI responsibly to increase efficiency and business impact.
Benefits
Industry-competitive salary and equity opportunities.
Comprehensive medical, dental, and vision coverage, with employee-only premiums fully covered for most medical plans.
16 weeks of paid parental leave for all new parents.
Health and wellness stipend.
Remote workspace, internet, and cellphone stipends.
Commuter benefits for employees working from the San Francisco and New York City offices.
Family planning benefits.
401(k) matching contribution with immediate vesting.
Flexible paid time off policy plus 80 hours of sick time .
11 company-paid holidays.
Virtual team-building activities, lunch-and-learns, and company-wide events.
Access to offices in San Francisco, New York City, London, Dublin, Tel Aviv, and Sydney.
Remote-friendly working environment designed to support flexibility and productivity.
Compensation is benchmarked against comparable growth companies, with final offers determined based on factors including location, skills, experience, and relevant credentials.
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