Senior Manager, Customer Success

About the job

Role Overview The Senior Manager, Customer Success (Mid-Market & SMB) – US Shift is a senior, customer-facing leadership role responsible for driving retention, adoption, and expansion across SeekOut’s Mid-Market and SMB customer base. This role manages a team of Customer Success Managers (CSMs) and owns both execution excellence and Customer Success program strategy for a high-volume, fast-moving segment. Key Responsibilities Mid-Market & SMB Customer Success Ownership • Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for Mid-Market and SMB customers. • Drive consistent execution across onboarding, adoption, value realization, renewals, and expansion. • Personally engage in executive-level customer conversations for high-risk renewals and strategic accounts. • Partner with Sales on renewal strategy, pricing discussions, and expansion opportunities. Customer-Facing Leadership & Coaching • Lead, coach, and develop 6–7 CSMs, setting a high bar for customer engagement and accountability. • Act as a player-coach, modeling best-in-class discovery, value articulation, and renewal execution. • Review and elevate customer success plans, QBR/EBR narratives, and renewal strategies. • Drive hiring, onboarding, performance management, and career progression for the team. CS Program Strategy & Scale • Strategize, design, and launch new Customer Success programs to improve retention, adoption, and efficiency. • Pilot programs with clear success criteria and convert winning pilots into repeatable playbooks. • Partner with CS Ops to instrument programs through CRM and Customer Success tooling. Operational Rigor & Forecasting • Own renewal forecasting, churn-risk management, and revenue predictability. • Use customer data and usage signals to proactively identify risk and growth opportunities. • Establish a disciplined operating cadence including renewal and risk reviews. Cross-Functional Collaboration • Partner with Sales on expansions and account strategy. • Provide structured customer feedback to Product to influence roadmap prioritization. • Collaborate with Marketing and GTM teams on customer education initiatives. Required Qualifications • 12+ years of experience in Customer Success, Account Management, or related B2B SaaS roles. • 5+ years of people-management experience leading Customer Success teams. • Proven progression as an individual CSM, Team Lead, and Manager at a reputed SaaS company. • Strong customer-facing credibility with executive-level engagement and renewal ownership. • Willingness and ability to work US business hours from India. Original job Senior Manager/ Customer Success /Mid-Market / SMB/ US Shift posted on GrabJobs ©.

Requirements

• Customer Success
• Team Management
• Retention Strategies

Qualifications

• 12+ years of experience
• 5+ years of people-management experience
• Proven progression from individual CSM to Manager

Preferred Technologies

• Customer Success
• Team Management
• Retention Strategies