Senior Customer Success Manager, Transformation & Strategic Programs

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $123.1k - $212.3k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Seismic

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

📣 Marketing

💼 Consulting

🏥 Healthcare

Marketing • Consulting • Healthcare

Seismic is a digital platform that enables businesses to connect with their audiences seamlessly through innovative solutions such as QR codes, URL shortening, and analytics tracking. It simplifies the process of creating engaging content and building brand connections by offering tools for mobile-friendly landing pages, customizable QR codes, and comprehensive link management. Used by various industries, Seismic facilitates better engagement and communication with audiences, whether in retail, healthcare, or financial services.

📋 Description

• Translate Customer Success strategic priorities into actionable transformation initiatives, programs, and execution plans • Evaluate operating models and workflows to identify opportunities to simplify, eliminate, automate, augment, or redesign work • Lead cross-functional programs improving CS productivity, operational efficiency, customer engagement, and scalability • Coordinate stakeholders, manage dependencies, and accelerate execution from concept through implementation • Support CS strategic initiatives, process improvements, and operating-model evolution • Identify and prioritize applications of AI, automation, and customer intelligence to high-impact CS challenges • Evolve customer signals into actionable insights and next-best actions • Define use cases, business requirements, workflow designs, and success criteria for intelligent automation and AI-enabled capabilities • Embed new capabilities into existing CS workflows • Monitor emerging AI technologies and recommend practical applications • Translate ambiguous business problems and stakeholder inputs into requirements, solution concepts, and actionable plans • Experiment with emerging technologies, approved AI tools, and automation platforms to validate concepts and demonstrate business value • Partner with Product, Engineering, Data, IT, and Operations to assess feasibility and move validated solutions toward production • Establish feedback loops based on field experience, adoption, and measurable results • Drive initiatives from validation through implementation, adoption, and measurable impact • Partner with CS leaders and Enablement to drive process adoption, workflow change, and operational readiness • Establish success measures and evaluate transformation initiatives and strategic programs • Measure productivity, capacity, operational efficiency, proactive engagement, customer adoption, retention, and growth outcomes • Provide visibility into progress, results, dependencies, and continuous improvement opportunities

🎯 Requirements

• 6+ years of experience across Customer Success, SaaS, GTM transformation, business operations, strategic programs, technology, or related disciplines • Demonstrated experience leading complex cross-functional transformation, operational improvement, or strategic business initiatives • Experience leveraging AI, automation, data, or emerging technologies to improve business processes and workflows • Working knowledge of modern AI capabilities, enterprise technology platforms, integrations, and workflow automation • Experience translating business problems into requirements, solution designs, and implementation plans • Familiarity with enterprise GTM technology ecosystems such as Salesforce, Gainsight or comparable CS platforms, data/BI platforms, and workflow automation technologies • Demonstrated ability to partner with technical and nontechnical stakeholders to implement and operationalize new capabilities • Strong program management, analytical, communication, and problem-solving skills • Proven ability to move initiatives from concept through execution, adoption, and measurable business impact • Deep understanding of Customer Success, SaaS, and GTM operating models • Strong applied-AI fluency and a point of view on how AI will reshape Customer Success • Ability to translate complex business challenges into practical solutions • Strong systems thinking across people, process, data, technology, and customer experience • Ability to move between business strategy and technical execution • Strong cross-functional influence • Curiosity and desire to continuously experiment, learn, and push what is possible

🏖️ Benefits

• Benefits and perks for the whole self (country-specific benefits available via the Global Benefits page) • Reasonable accommodation available for individuals with disabilities • Incentive plan eligibility in addition to base salary