Senior Manager, Customer Success
Core
Lead a team of 8–12 Customer Success Managers to drive product adoption, customer outcomes, and retention for Justice & Corrections customers.
Role type
Senior Manager, Customer Success (Team Lead)
Builds
Customer success programs, playbooks, and operating rhythms for Justice & Corrections accounts
Domain
SaaS / Public Safety / Justice & Corrections
Required skills
Team leadership and coaching, Customer Success strategy, Stakeholder management, Data-driven risk identification, Cross-functional partnership, Process improvement
Preferred skills
Salesforce/Gainsight proficiency, Public safety/Justice domain experience
Technologies
Salesforce, Gainsight
Responsibilities
Lead, coach, and develop a team of Customer Success Managers; Drive customer adoption, health, and retention metrics; Build scalable operating rhythms and playbooks; Partner with Sales, Product, and Support to solve complex customer challenges; Manage customer escalations and complex situations.
Seniority
Senior, hands-on IC with people management
