Sr Mgr, Customer Success Mgmt
Core
Strategic bridge between account-level consultants and organizational leadership, aligning customer programs to drive adoption, retention, and expansion.
Role type
Senior Manager, Customer Success Management
Builds
Unified customer strategy frameworks and portfolio-level performance outcomes
Domain
B2B SaaS, Cybersecurity, Enterprise IT
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Portfolio management, ARR planning, risk mitigation, cross-functional alignment, team mentorship, regulatory strategy, security best practices, onboarding standards, ethical decision-making
Preferred skills
Strategic systems thinking, executive presentation, scalable process design, learning culture cultivation
Technologies
ServiceNow AI platform, network design tools, risk review frameworks
Responsibilities
Own regional ARR planning and attainment; Standardize EBR narratives and portfolio KSOs; Establish portfolio-level risk playbooks; Run Voice of Customer cadences; Review standards across accounts for secure performance patterns; Set enablement agenda for the team; Operationalize security best practices; Scale vertical frameworks for specific industries; Own onboarding standards and operating rhythms; Model ethical decision-making; Cultivate a learning culture
Seniority
Senior Manager, hands-on leadership