Senior Manager, Customer Success

A company is looking for a Senior Manager, SMB and Mid-Market Customer Success.

Key Responsibilities

Lead, mentor, and develop a team of Customer Success Managers for mid-market and SMB accounts

Own key performance metrics related to renewals, expansions, and pilot conversions

Build and operationalize customer journey playbooks to enhance engagement across account segments

Required Qualifications

6+ years of experience in Customer Success, Account Management, or related roles, with 3+ years in team management within a SaaS environment

Experience with K-12 schools or districts, preferably in an edtech or AI-driven context

Proven success in managing renewal and expansion metrics across diverse customer segments

Strong operational mindset with experience in building scalable playbooks and reporting frameworks

Hands-on, entrepreneurial approach with the ability to lead strategy and engage directly in work