Senior Manager, Enterprise Customer Success Lead
2 days ago
As a Senior Manager of Customer Success in the Northwest Region, you will be responsible for fostering strong relationships with key clients, guiding them from launch through ongoing support. You will lead a team of Customer Success Managers (CSMs) to enhance customer satisfaction, drive retention, and achieve revenue growth.
Key Responsibilities:
Leadership and Management:
- Lead a team of CSMs in North America, serving dozens of ContentSquare's largest Enterprise customers.
- Recruit, inspire, and retain top talent; coach CSMs and help them build their toolkit for optimal performance.
Metrics and Goals:
- Own gross retention, expansion metrics, and key performance indicators.
- Ensure high Net Promoter Score (NPS), product adoption, and use case alignment.
Thought Leadership:
- Become an expert in digital experience analytics and change management.
Continuous Improvement:
- Collaborate with Sales, Product, Support, and other teams to drive customer value and process improvements.
Strategic Relationships:
- Develop executive relationships, support business reviews, and value alignment.
Requirements:
- 7+ years of experience in a consultative customer-facing role in software or consulting.
- 2+ years of experience in first-line management.
- Demonstrated results in coaching, adoption growth, and customer satisfaction.
- Understanding of analytics, front-end web and mobile technologies, and common go-to-market frameworks.
- Strong analytical, process-oriented mindset with data-based decision-making.
- Knowledge in SaaS, Financial Services, or Ecommerce.
How You and Your Team Will Be Measured:
- Team Engagement
- Gross Retention
- Expansion
- Product Adoption
The compensation for this role is $170,000 - $205,000 per year. This range reflects the minimum and maximum target for new hire salaries across all US locations. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only and do not include bonus, commission, equity, or benefits.
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