Senior Manager, Customer Success

About the Role

As a Senior Manager, Customer Success, you will lead a team of experienced Customer Success Managers, driving post-implementation success for strategic credit union partners. This pivotal role involves ensuring customers realize measurable value, adopt new features, and expand their partnership, while shaping the future of our CS organization.

Responsibilities

• Lead and coach a team of experienced Customer Success Managers serving strategic mid-market and Lighthouse Credit Unions.
• Drive post-implementation success, focusing on customer retention, expansion sourcing, and measurable value realization.
• Quarterback challenging customer situations and earn trust from stakeholders.
• Implement operating cadences, manage team KPIs, and ensure forecasting accuracy.
• Identify and lead process improvement initiatives to strengthen team consistency and predictability.
• Guide the team through high-stakes renewals and elevate executive-level storytelling.
• Launch new playbooks and standardized motions to improve adoption, expansion sourcing, and customer engagement.
• Strengthen collaboration with Product, Support, and Professional Services for aligned rollouts and success metrics.
• Refine and scale product-deployment motions and establish repeatable executive engagement programs.
• Standardize core CS processes and playbooks across the organization, supported by data-driven insights.
• Influence cross-functional strategy and evolve Customer Success operations.

Requirements

• 5+ years of people leadership experience in Customer Success or Account Management, ideally in post-implementation, B2B SaaS environments.
• Expertise in fintech or other regulated, complex industries requiring executive alignment and cross-functional coordination.
• Experience leading CSMs managing strategic or enterprise-level customers, with a focus on coaching executive presence and commercial acumen.
• Proven strength in coaching and talent development, building confident and accountable CSMs.
• Success in renewal and expansion mechanics, including forecasting, pipeline management, and joint sales motions.
• Strong operational skills to bring clarity and structure to evolving processes in a fast-paced, scaling environment.
• Executive presence and storytelling ability for strategic and high-stakes conversations.
• Bias to action and ownership mindset, driving initiatives amid ambiguity.
• Data fluency to interpret team and customer data, identify trends, and drive continuous improvement.
• Collaborative approach, working closely with Product, Support, and Professional Services.
• Remote-first fluency with the ability to lead distributed teams effectively.

Nice-to-Haves

• Comfort with modern CS tooling, with bonus points for Planhat or low-code automation experience.

About the Team

• The Customer Success team is a distributed group of 10+ professionals, supporting CSMs across the US.
• We work closely with executives at Credit Unions, guiding them through onboarding, adoption, and long-term growth.
• Our culture is high-trust and high-accountability, valuing progress over perfection.
• We empower CSMs to take ownership while collaborating closely with product, implementation, and support.
• This is a chance to join at a pivotal moment and help shape how we deliver value to customers and grow into larger, more strategic accounts.