Senior Manager Strategic Customer Success
Core
Build and lead a team of Strategic Customer Success Managers to define and execute high-touch success programs for Superhuman's most strategic enterprise accounts, focusing on multi-product AI adoption and executive-level partnership.
Role type
Senior Manager, Strategic Customer Success (Team Lead)
Builds
Strategic customer success frameworks, playbooks, and engagement models for enterprise accounts using Superhuman's AI productivity suite (Mail, Go, Docs, Agents).
Domain
SaaS / AI Productivity / Enterprise Customer Success
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Building and scaling CS teams from scratch, consultative partnership development, executive relationship management, change management, cross-functional collaboration, AI fluency, data synthesis for product advocacy
Preferred skills
Experience with multi-product suites, experimentation in early-stage operations, coaching for consultative depth
Technologies
Superhuman suite (Mail, Go, Docs, Agents), AI tools
Responsibilities
Build and develop a team of Strategic CSMs; Design high-touch success programs and playbooks; Coach CSMs to act as consultative partners; Maintain executive relationships at key accounts; Define metrics for adoption and retention; Synthesize account insights to shape product roadmap; Partner cross-functionally with Sales, Product, and Solutions Engineering; Drive AI tool adoption within the team.
Seniority
Senior Manager, hands-on IC with team leadership