Senior Manager, Customer Success
Core
Lead and develop a team of Customer Success Managers for strategic and enterprise customers in the FinTech/RegTech space, while retaining direct ownership of a high-value customer portfolio.
Role type
Senior Manager, Customer Success (Player-Coach)
Builds
Customer retention, adoption, and expansion for enterprise accounts
Domain
FinTech, RegTech, Enterprise SaaS
Required skills
Team leadership and coaching, Strategic account management, Enterprise customer retention, Risk management and escalation handling, Cross-functional collaboration, Data-driven forecasting and reporting
Preferred skills
FinTech or RegTech industry experience, Complex SaaS implementation experience, Management consulting or business transformation background
Technologies
CRM platforms, Customer Success platforms
Responsibilities
Lead, coach, and develop a high-performing team of Customer Success Managers; Own a selected portfolio of complex or high-value accounts; Establish trusted relationships with senior and executive stakeholders; Monitor customer health, adoption, risk, and renewal readiness; Partner with Sales on renewal and expansion opportunities; Work cross-functionally to resolve issues and prioritize customer feedback; Develop and embed consistent Customer Success practices.
Seniority
Senior, hands-on IC with people management
