Senior Manager of Customer Success (Channel)

The Senior Manager, Enterprise & Commercial Customer Success Management (CSM Channel) leads a team of Customer Success Managers to deliver sustained revenue growth, customer retention, and expansion across a defined portfolio of enterprise and commercial customers. This role is the primary people leader responsible for translating Customer Success strategy into disciplined execution—driving commercial capability, embedding consistent customer outcomes, and ensuring operational rigor across renewal and expansion motions. The role partners closely with Sales and Service Management to protect value realization, improve renewal predictability, and reduce customer risk.

Own Renewal Outcomes and Value Realization:

• Accountable for identifying, managing, and mitigating renewal risk across the team’s customer portfolio.
• Ensure customer success plans are outcome-focused, current, and aligned to customer value realization strategies.
• Coach Customer Success Managers to lead value-based customer engagement and articulate clear business outcomes.
• Drive adoption of new products, services, and commercial capabilities within the customer base.

Drive Adoption, Retention, and Expansion:

• Establish clear expectations for customer cadence, success planning, renewal readiness, and escalation.
• Ensure consistent engagement practices that reduce variability and minimize reactive issues.
• Partner with Sales Managers to align on renewal timing, messaging, and expansion opportunities.
• Support strategic engagement with key stakeholders on operational risks, renewal sentiment, and executive relationships.

Portfolio & Performance Management:

• Leverage customer health indicators, risk signals, and portfolio insights to prioritize team effort where it matters most.
• Balance proactive intervention with capacity efficiency to maximize team impact.
• Provide regular inspection, feedback, and enablement aligned to commercial outcomes.
• Build readiness for team members progressing into senior CSM or leadership roles.

People Leadership & Change Enablement:

• Coach and develop Customer Success Managers to strengthen commercial capability, confidence, and customer impact.
• Translate transformation intent into clear expectations, operating routines, and behavioral standards.
• Role-model outcome ownership by reinforcing “what good looks like” within the operating model.
• Enable change through prioritization, reinforcement of new ways of working, and resolution of ambiguity.
• Plan and manage team capacity across renewal risk, customer value delivery, and growth opportunities.
• Demonstrate inclusive leadership, timely feedback, and accountability for results during periods of change.

Leadership Characteristics:

• Demonstrates strong knowledge and experience in customer success, go-to-market, or commercially driven environments.
• Leads confidently through ambiguity and operating-model change.
• Holds teams accountable for outcomes while fostering trust, clarity, and ownership.
• Operates with a strong customer-first and outcomes-led mindset.
• Collaborative, resilient, and comfortable operating in ambiguity.

Bachelor’s degree in a business-related discipline or equivalent practical experience. Customer- and commercial-outcome oriented. Experience leading teams through operating model and behavioral change. Experience leading Customer Success or Go-To-Market teams in a scaled, segmented environment. Strong understanding of adoption, retention, renewal readiness, and expansion disciplines. Data-informed, pragmatic, and action-oriented. Proven track record in building and executing commercial capability and renewal strategies. Strong simplifier with a bias toward clarity—able to define “who owns what” unambiguously. Confident people leader and coach.