Senior Customer Success Manager

About the Role :

We're looking for a Senior Manager of 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.

What You'll Own :

Customer Voice & CX Strategy

• Championthe 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 ARPUas the measures that prove it's working.
• Turnretention drops, escalation trends, or process friction into scalable fixes, not one-off patches.

Team, Execution & Cross-Functional Impact

• Leadanddevelop a team of managers and relationship experts, building a culture of ownership, empathy, and high accountability.

• Runtheday-to-day operating rhythm of the CS function removing blockers, resolving escalations at the root, and holding the line on CSpriorities in rooms where trade-offs get made.

• LeadCSreadiness 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