Senior Manager of Customer Success

• The successful candidate will be a proven people leader with strong commercial judgment, technical curiosity, operational discipline, and the ability to influence across departments
• They must be comfortable engaging with customers and internal stakeholders at all levels, including VP and C-level executives, and must be able to translate customer priorities into clear actions that improve adoption, retention, and long-term customer value
• 8+ years of experience in Customer Success, Customer Experience, Professional Services, Account Management, or a related customer-facing role within B2B SaaS, enterprise software, or technology services
• Proven track record delivering measurable Customer Success outcomes, including customer retention, renewal readiness, adoption, value realization, customer health improvement, advocacy, and expansion influence
• Bachelor’s degree in Business Administration, Computer Science, related field, or equivalent practical experience; MBA or relevant advanced qualification preferred but not required
• 4+ years of people leadership experience, ideally managing Customer Success teams, senior individual contributors, or managers in a high-growth technology environment
• Ability to communicate technical and business value clearly to customers at VP and C-level, including translating platform capability into measurable business outcomes
• Demonstrated ability to build business plans, customer value narratives, executive presentations, and ROI/value realisation analyses
• Strong analytical and operational capability, with experience using metrics, dashboards, and customer data to manage team performance and guide decision-making
• Strong understanding of recurring revenue business models, including gross retention, net retention, churn, expansion, customer health, renewal forecasting, and customer lifecycle management
• Deep understanding of IT infrastructure monitoring, observability, cloud computing, hybrid IT environments, and SaaS delivery models
• Experience operating in complex, matrixed organisations requiring strong cross-functional influence across Sales, Renewals, Professional Services, Support, Product, Operations, and Executive Leadership
• Strong process improvement mindset, with experience building scalable playbooks, governance models, templates, and operating rhythms
• Strong written and verbal communication skills, including the ability to craft persuasive content and engage effectively across all organizational levels
• Experience managing mixed customer portfolios, including both high-volume customer segments and strategic enterprise accounts, with an adaptive engagement approach
• Demonstrated servant leadership style with the ability to coach, motivate, develop, and hold teams accountable while maintaining a high standard of customer experience
• Proven ability to lead through ambiguity, make informed decisions, manage competing priorities, and drive accountability across teams
• Customer-centric mindset with the ability to balance customer advocacy, commercial priorities, operational scale, and company objectives

Key responsibilities

• Lead and scale a team of Customer Success Managers, driving measurable customer outcomes such as retention, adoption, and expansion.
• Establish and manage the Customer Success operating cadence, including team meetings, portfolio reviews, risk reviews, and performance reporting.
• Partner with Sales, Renewals, Professional Services, Support, Product, and Operations to improve customer handoffs, align account strategy, and drive measurable customer value.