Senior Manager, Customer Success

Overview

Lead, coach, and develop a team of Customer Success Managers (CSMs) across all customer segments by engaging on calls, providing real-time feedback, and actively helping people improve in their roles.

Own the team’s renewal performance and drive toward a consistent 95%+ renewal rate.

Serve as the first line of defense for the team — the go-to point for questions, problems, and escalations before they escalate elsewhere.

Build and maintain deep knowledge of every account in the portfolio, including health signals, engagement levels, renewal timelines, and expansion potential.

Ensure executive business reviews (EBRs) are completed where needed and every low-engagement account has a documented, proactive re-engagement plan.

Develop a deep understanding of the Data Grail product to engage credibly on complex product questions with customers and CSMs.

Ensure the CS organization is consistently enabled on new product features and functionality, and current on privacy trends and regulations.

Drive AI adoption across the CS team by evaluating tooling, rolling it out, and ensuring the team uses it where it creates real leverage.

Partner with the Director of Implementation to ensure all implementations are delivered on time and exceed customer expectations.

Represent CS cross-functionally by advocating for your team and customers in conversations with Product, Sales, and leadership.

Build scalable team structure, playbooks, and processes to maintain high CS quality as the business grows.

Responsibilities

• Lead, coach, and develop a team of CSMs across all customer segments by getting on calls, giving real-time feedback, and actively making people better at their jobs.
• Own the team's renewal performance and drive toward a consistent 95%+ renewal rate.
• Be the first line of defense for your team — the person every CSM brings their questions, problems, and escalations to before they go anywhere else.
• Build and maintain deep knowledge of every account in the portfolio, including health signals, engagement levels, renewal timelines, and expansion potential.
• Ensure EBRs are completed where needed and every low-engagement account has a documented, proactive re-engagement plan.
• Develop a deeper understanding of the Data Grail product than anyone else on the CS team — staying technically sharp enough to get in the weeds with customers and CSMs on complex product questions.
• Ensure the CS org is consistently enabled on the new product features & functionality and current on privacy trends & regulations.
• Drive AI adoption across the CS team by evaluating tooling, rolling it out, and making sure the team is using it wherever it creates real leverage.
• Partner with the Director of Implementation to ensure all implementations are delivered on time and exceed customer expectations.
• Represent CS cross-functionally by advocating for your team and your customers in conversations with Product, Sales, and leadership.
• Build scalable team structure, playbooks, and processes that keep CS quality high as the business grows.

Requirements

• Experience leading customer success teams in a fast-moving Saa S environment, with a track record of owning and improving renewal rates and retention metrics.
• Strong coaching instincts — you develop people, not just manage them, and you know how to give direct, actionable feedback that changes behavior.
• Comfort managing with data — you know your metrics, you know what they mean, and you act on trends before they become problems.
• Enough technical fluency to engage credibly on complex customer and product questions without needing a technical resource in the room.
• Experience driving AI adoption within a CS team, or strong interest and initiative to build that muscle quickly.
• Ability to build trust quickly with your team, with customers, and with cross-functional partners.
• Strong cross-functional instincts demonstrated through confident advocacy, collaborative partnership, and the ability to influence without direct authority.
• Comfort in fast-moving, high-ambiguity environments where priorities shift and reinvention is constant.
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