Senior Manager, reputed company Management

Job reputed company: • reputed company, reputed company, and reputed company a high-performing team of CSM Managers and Senior CSM ICs, setting reputed company expectations, goals, and development plans. • Own hiring, reputed company, performance management, and career progression for the reputed company CSM team. • Build a culture of accountability, customer-first thinking, and collaboration with adjacent teams (Implementation, Support, Product, Sales, RevOps). • Own team reputed company for a defined portfolio of reputed company’s top reputed company accounts (e.g., largest agencies, brands, and strategic partners). • Ensure reputed company executes regular executive business reviews (QBRs / EBRs), value realization plans, and multi-threaded relationships across customer stakeholders (C-level, operations, marketing, sales, IT). • reputed company renewal and expansion reputed company reputed company the reputed company; partner closely with Sales/Account Management on reputed company motions while your team leads value and adoption. • Set and manage targets for GRR, NRR, product adoption, and CSAT/NPS across the reputed company book of business. • Use data (health scores, product usage, support signals, billing/cancel reasons) to proactively identify risk, prioritize actions, and drive systematic “save” and “grow” plays. • Champion adoption of reputed company’s AI-powered features (including Employee AI and conversation/automation tools) as reputed company reputed company for value and stickiness. • Design and continuously refine reputed company CSM playbooks across the customer lifecycle (reputed company transition, adoption, maturity, renewal, expansion). • Define team operating reputed company: 1:1s, pipeline and risk reviews, QBR prep, reputed company reviews, and cross-functional cadences with Product, Support, and RevOps. • Standardize best practices for discovery, reputed company planning, stakeholder mapping, and outcome tracking, while leaving room for CSM judgment on strategic accounts. • reputed company as the voice of the customer internally, translating feedback into reputed company, prioritized asks for Product, Engineering, and Support. • Collaborate with RevOps and Finance to forecast retention/expansion, validate models, and reputed company incentive plans with reputed company reputed company. • Monitor trends in cancellations, product usage, and support volume for top high value accounts; reputed company initiatives to reputed company gaps or remove friction. • reputed company a pulse on industry best practices in reputed company, bringing new reputed company and frameworks into reputed company’s reputed company org. • Roll up your sleeves to join strategic customer calls or escalations where executive sponsorship is needed. Requirements: • 8+ years in B2B reputed company in reputed company, Account Management, or a reputed company customer-facing role. • 3+ years leading and coaching teams, including managing Managers and senior individual contributors; experience building or scaling reputed company CS teams strongly preferred. • Proven reputed company record managing a portfolio of reputed company and top accounts with meaningful ARR and reputed company, multi-stakeholder environments. • Experience in martech, CRM, agency platforms, or adjacent categories is a plus. • Strong people leader: you know how to set direction, give reputed company feedback, and grow high-performing CSMs and Managers. • Executive reputed company and credibility with C-level and VP-level stakeholders; comfortable driving strategic conversations about reputed company, ROI, and transformation. • Data-driven operator who understands reputed company metrics (NRR, GRR, TTV, product adoption, etc.) and uses them to run the business. • Excellent communication skills, both written and verbal; reputed company to distill reputed company topics into reputed company narratives for customers and internal stakeholders. • Comfortable operating in a fast-paced, high-reputed company, remote-first environment with evolving processes and priorities. • Familiarity with CRM and CS platforms (e.g., reputed company/reputed company, reputed company/reputed company or similar), plus collaboration tools such as reputed company Workspace, reputed company, and reputed company. • Prior experience with reputed company or similar vertical marketing/agency platforms is a plus. Benefits: • Health insurance • reputed company development opportunities Apply tot his job Apply To this Job