The opportunity
As a strategic leader of the Customer Success organization, our job is to solve for both the customer experience and our employee experience. We do this by creating trust with our customers and our team through humility and open-mindedness, and by giving the team a strong sense…
What you'll do
Partner with the Vice President of CS to plan and direct a world-class: Enterprise CSM function through clear goal setting, objectives, plans of execution, and team metrics, and ensure goals cascade to all CSMs.
Manage a team of ~40–50 Enterprise CSMs (5–7 managers, each with 5–10 CSMs): regionally dispersed across North America.
Collaborate cross-functionally with Sales, Onboarding, CSM, and Technical: Solutions Architects to deliver a strong, aligned customer experience and improve customer sentiment.
Keep the customer journey at the center of every decision, identify: opportunities to improve and scale the customer experience, and mitigate customer risk at scale with cross-functional partners.
Partner proactively with marketing, sales, finance, and product to achieve: shared goals — including in sensitive situations where you need to shift thinking or gain buy-in without damaging the relationship.
Leverage data and objective measures to make key business decisions; review: key objectives and success metrics with the Vice President of CS, highlighting wins, risks, and opportunities across your customer base.
What they're looking for
- + years in Customer Success or related GTM leadership, including 5+ years: managing people leaders (not just individual contributors), ideally within a SaaS or subscription business.
- Proven track record scaling and leading a multi-layered Enterprise CS: organization (40+ CSMs across several regional managers), with direct accountability for retention and cross-sell/upsell targets.
- Ability to translate executive goals into team-wide plans: setting clear objectives, cascading metrics, and holding managers accountable for execution.
- Strong cross-functional operator, able to align Sales, Onboarding, Product,: Marketing, and Finance around a shared customer experience, and to shift thinking or gain buy-in in sensitive situations without damaging the relationship.
- Data-driven decision-maker who uses account health signals,: retention/expansion data, and predictive analytics to guide strategy and resource allocation.
- Experience hiring and leading a high-performing team.
- Comfortable as an executive-level escalation point, building trusted: relationships with economic buyers and champions inside complex enterprise accounts.
- Successful balancing humility and directness: building trust through open-mindedness, giving and receiving feedback well, and creating an inclusive team culture by example.
