Senior Manager of Customer Success, Optro

• 5–7+ years of experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment
• 2–4+ years of experience managing and developing customer-facing teams
• Strategic thinker with a hands-on approach to execution, balancing tactical and long-term objectives. Proven track record of retention, expansion, and customer advocacy success
• Experience working with executive stakeholders (internally and externally). Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels
• Demonstrated success in leading through change and scaling teams/processes
• Prior ownership of customer lifecycle strategies, including onboarding, adoption, renewals, and churn mitigation
• Familiarity with customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM tools (e.g., Salesforce)

Desirable

• We’re seeking an experienced and dynamic Senior Manager, Customer Success (US) to take on a dual role as both a player and a coach
• You’ll lead and develop a team of talented Customer Success Managers (CSMs) while directly partnering with enterprise customers to ensure their success with our solutions
• This role is perfect for a strategic leader who thrives in a fast-paced environment, embraces hands-on engagement, and is passionate about driving customer satisfaction and measurable business impact
• Shape the Future: You’ll be at the forefront of building and scaling our enterprise customer success function, setting the foundation for future growth
• Make an Impact: This is a high-visibility role where your efforts directly contribute to our customers’ success and the company’s bottom line
• Be a Leader and Doer: You’ll get to lead a team while staying actively involved with customers, keeping your skills sharp and your contributions tangible
• Collaborative Culture: Join a supportive, innovative team where your ideas are valued, and your work makes a difference
• Career Growth: As we scale, you’ll have the opportunity to grow with us, taking on increasing responsibility and influence
• Lead, mentor, and develop a team of CSMs, fostering a culture of customer-centricity and continuous improvement
• Drive team performance by setting clear goals, tracking key metrics, and providing actionable feedback
• Collaborate with cross-functional teams (Sales, Product, and Marketing, etc.) to optimize the customer journey and drive advocacy
• Act as the main point of contact for key enterprise accounts, ensuring their goals are met and exceeded
• Develop and execute success plans tailored to each customer’s business objectives
• Proactively identify opportunities for growth, expansion, and customer advocacy
• Navigate complex stakeholder environments to ensure seamless collaboration and value delivery

• Deadline to Apply: 20 October 2025 at 05:00 BST