Manager of Commercial Customer Success, Iterable

• Bachelor’s degree or equivalent experience
• 4+ years of experience in Customer Success, Support, or a related role within a SaaS environment
• 2+ years of people management or team leadership experience
• Proven ability to deliver excellent customer experiences in scaled or pooled support models
• Experience partnering with Renewals, Sales, or Account Management teams to support retention and growth outcomes
• Strong program-building mindset with the ability to create repeatable, scalable solutions
• Deep familiarity with SaaS platforms and comfort developing subject-matter expertise
• Excellent communication, coaching, and stakeholder management skills
• High empathy for customers and a passion for solving problems
• Ability to thrive in ambiguity and continuously improve processes

Desirable

• Lead, coach, and develop a Commercial Customer Success team focused on delivering best-in-class support at scale
• Oversee a shared inbox model to ensure efficient triage, resolution, and customer satisfaction
• Design and implement the Commercial CS engagement program, including lifecycle touchpoints and proactive communications
• Create and manage scalable customer initiatives such as newsletters, office hours, and enablement content
• Serve as an Iterable platform expert and coach team members on best practices and use cases
• Monitor customer health, engagement trends, and feedback to inform program improvements
• Partner closely with the Renewals Manager team to support accurate forecasting and on-time renewals
• Ensure strong renewal readiness through proactive engagement, customer health monitoring, and signal sharing
• Help identify expansion and growth opportunities by surfacing customer needs, usage trends, and success milestones
• Identify, track, and report on metrics that measure customer satisfaction, team effectiveness, and program success
• Partner cross-functionally with Product, Engineering, Marketing, Sales, and Renewals to improve customer outcomes
• Proactively identify opportunities to improve workflows, tooling, and customer-facing processes
• Support hiring, onboarding, performance management, and career development for team members