As the Senior Manager of Customer Success in the Northwest Region, you'll foster strong relationships with key clients, guiding them from launch through ongoing support. You'll lead a team of CSMs to enhance customer satisfaction, drive retention, and achieve revenue growth.

Responsibilities:

Lead & Manage: Team of Enterprise CSMs in North America, dozens of Contentsquare’s largest Enterprise customers
Talent Development: Recruit, inspire, and retain top talent; coach CSMs and help them build their toolkit for optimal performance.
Metrics & Goals: Own gross retention, expansion metrics, and key performance indicators.
Customer Success: Ensure high NPS, product adoption, use case alignment
Thought Leadership: Become an expert in digital experience analytics & change management
Continuous Improvement: Work with Sales, Product, Support, and other teams to drive customer value and process improvements.
Strategic Relationships: Develop executive relationships, support business reviews & value alignment.

Skills & Experience:

Experience: 7+ years in a consultative customer-facing role in software or consulting; 2+ years in first-line management.
Proven Success: Demonstrated results in coaching, adoption growth, and customer satisfaction.
Technical Knowledge: Understanding of analytics, front-end web & mobile technologies, and common go-to-market frameworks.
Operational Skills: Strong analytical, process-oriented mindset with data-based decision-making.
Domain Expertise: Knowledge in SaaS, Financial Services, or Ecommerce.

How You & Your Team Will Be Measured:

Team Engagement
Gross Retention
Expansion
Product Adoption

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