Senior Manager, Customer Success

🕒 Julho 27

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Titan Cloud Software

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2012

☁️ SaaS

🤝 B2B

💰 Private equity em 2022-10

SaaS • B2B

A Titan Cloud Software é uma empresa de software baseada em nuvem. Os detalhes de cookies e consentimento do site fornecido (de titancloud. com) mostram integrações com HubSpot, LinkedIn, Google Analytics, ZoomInfo, BigMarker e Cloudflare, indicando uma presença ativa na web que utiliza serviços de marketing, análise e hospedagem/CDN. Pelo nome da empresa e essas integrações de site, a Titan Cloud Software parece operar como um provedor SaaS servindo clientes empresariais online.

Descrição

• Lead a team of Customer Success Managers representing the North America Region • Partner with Customer Success leadership to develop and optimize customer lifecycle programs, engagement models, success methodologies, and operational processes • Drive strategic initiatives related to customer retention, adoption, health scoring, forecasting accuracy, and customer experience optimization • Leverage AI to develop better visualizations, playbooks, and raising the bar to how we delight our customers. • Serve as an escalation point of contact as required. • Work to maintain key relationships with Top Customers. • Develop and maintain Customer Success operational metrics, dashboards, reporting frameworks, and business insights to support executive decision-making • Identify trends, risks, operational gaps, and process improvement opportunities across the customer portfolio and recommend scalable solutions • Assist to develop voice of customer activities and other CX leadership key initiatives • Drive enablement initiatives that improve Customer Success Manager effectiveness, productivity, and consistency across the team • Support organizational planning, territory/account segmentation strategies, capacity planning, and resource optimization efforts • Help evaluate and optimize Customer Success technologies, workflows, automation opportunities, and operational tooling • Act as a senior leader and strategic partner within the Customer Success organization • Coach and mentor Customer Success Managers and team leads on operational best practices, account planning methodologies, stakeholder management, and organizational processes • Drive accountability, operational rigor, and continuous improvement across the Customer Success organization • Partner with leadership to improve organizational maturity, team effectiveness, and scalable execution models • Support onboarding, training, and enablement programs for Customer Success team members • Lead cross-functional initiatives that improve collaboration, communication, and customer experience delivery • Influence organizational strategy through data-driven recommendations, operational insights, and process innovation • Serve as a change agent within the organization by helping drive adoption of new processes, tools, and operational frameworks

🎯 Requisitos

• Bachelor’s degree • 8+ years of experience in Customer Success, Customer Success Operations, Revenue Operations, Program Management, or Account Management • 3+ years of related leadership roles within high-growth SaaS or enterprise technology organizations • Demonstrated experience leading operational initiatives within Customer Success or customer-facing organizations • Strong understanding of Customer Success methodologies, customer lifecycle management, retention strategies, and SaaS business models • Experience developing scalable operational processes, reporting frameworks, KPIs, and organizational workflows • Experience working with executive leadership and presenting operational recommendations and business insights • Strong leadership capabilities with experience mentoring, coaching, and influencing cross-functional teams • Exceptional organizational, analytical, and strategic thinking skills • Strong communication and stakeholder management capabilities across technical and non-technical audiences • Highly organized with the ability to manage multiple strategic initiatives simultaneously in a fast-paced environment • Strong technical aptitude with experience leveraging CRM, Customer Success platforms, reporting tools, and operational systems • Passion for operational excellence, process optimization, and continuous improvement • Comfortable navigating ambiguity and helping scale organizational processes within a growing company • Willingness to travel up to 15%

🏖️ Benefícios

• Remote work environment • Flexible time off • End of Year Rest and Recharge • Eligibility To Participate In Equity For All Initiative • Medical Insurance (including HSA/FSA accounts) • Dental Insurance • Group Term Life Insurance • Vision Insurance • Disability Insurance • Maternity/Paternity Leave • 401(k) • Additional & Voluntary Benefits