Senior Manager, Customer Success

🔥 9 minutes ago

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Titan Cloud Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

☁️ SaaS

🤝 B2B

💰 Private equity on 2022-10

SaaS • B2B

Titan Cloud Software is a cloud-based software company. The provided website cookie and consent details (from titancloud. com) show integrations with HubSpot, LinkedIn, Google Analytics, ZoomInfo, BigMarker and Cloudflare, indicating an active web presence that uses marketing, analytics, and hosting/CDN services. From the company name and these site integrations, Titan Cloud Software appears to operate as a SaaS provider serving business customers online.

📋 Description

• 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

🎯 Requirements

• 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%

🏖️ Benefits

• 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