Senior Manager, Enterprise Customer Success

6+ years in customer success, account management, or related roles in SaaS or fintech, with at least 3+ years leading high-performing teams

Proven experience managing teams with performance quotas tied to retention, expansion, and customer adoption metrics

Strong technical acumen, capable of engaging in technical discussions and understanding systems architecture

Experience with customer listening programs, Voice of the Customer methodologies, and driving customer-driven insights into product strategy

Track record of building and nurturing relationships with enterprise customers and internal stakeholders

Comfortable balancing strategic initiatives with tactical execution and team coaching

The expected OTE budgeted for this role is $180,800 - $226,000 USD. The starting wage will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. The OTE figure listed here includes base salary and commissions, which may or may not be earned depending on performance.  Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.

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As a Senior Manager, Enterprise Customer Success, you will lead, develop, and scale a high-performing team of Customer Success Managers (CSMs) focused on enterprise customers. Your team will drive adoption, retention, and expansion by delivering a seamless, value-driven customer experience. You will play a key role in shaping customer strategy, scaling best practices, and ensuring your team achieves and exceeds business goals.

This is a hands-on leadership role: you’ll balance high-level strategy with day-to-day team coaching and operational excellence.

Hire, mentor, and develop a world-class team of Enterprise CSMs, fostering a culture of accountability, innovation, and customer-centricity

Own team-based metrics, including Net Revenue Retention (NRR), health/adoption, churn reduction, and customer engagement

Define, iterate, and scale performance measurement frameworks to ensure consistent, high-impact customer engagement