Experienced Senior Manager, Customer Success – Enterprise Customer Growth and Retention

At careerzynith, we're revolutionizing the restaurant industry with our cutting-edge, cloud-based platform that provides a unique, centralized solution for accounting and back-office operations. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're and always will be "Best in Class" – and we want that for you too! **Job Summary:** We're seeking an experienced Senior Manager, Customer Success to lead our Enterprise Customer Success team. As a key member of our careerzynith team, you'll be responsible for overseeing and mentoring a team of Customer Success Managers, driving customer retention, adoption, and growth, and collaborating with cross-functional teams to ensure customer success. If you're a seasoned customer success professional with a passion for driving business growth and delivering exceptional customer experiences, we want to hear from you! **Key Responsibilities:** * Lead, mentor, and develop a team of Customer Success Managers, setting team goals, tracking performance, and providing regular feedback * Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users * Develop and implement customer success strategies to drive adoption, retention, and growth * Monitor key customer success metrics and identify areas for improvement * Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions * Ensure timely and effective delivery of customer success programs and initiatives * Manage customer success processes and tools * Identify and implement process improvements to enhance customer experience * Contribute to the development of overall customer success strategy and roadmap * Analyze customer data and insights to identify trends and opportunities * Advocate for customer needs and feedback within the organization **How You'll Add Value:** * Hire, guide, and develop a team of Customer Success Managers as well as leaders/managers * Motivate and lead team to achieve OKRs and deliver world-class Gross Net Retention results for Enterprise Customer Segment * Manage customer retention, churn, and key metrics such as customer health and NPS * Hold CSMs accountable for team KPIs and company OKRs * Assist with User Groups, Webinars, and User Forums * Identify opportunities for Professional Services offered by careerzynith * Manage credits requests and resolve escalated issues * Manage customer programs and outreach initiatives * Manage team expense reports and time off requests * Provide industry, accounting, and solution expertise to the entire organization **What You'll Need to Be Successful in This Role:** * Bachelor's degree or equivalent; Master's degree or relevant certification a plus * 10+ years in a customer-facing role in customer success, account management, or related roles * Proven track record as a Senior Manager of Customer Success Managers * Experience supporting and maintaining Enterprise customers in a SaaS platform * Ability to travel 25% * Knowledgeable in all areas of a scalable, delightful customer journey * Strong understanding of all platforms and tools used by the team and can explain them for best practice use * Very organized, detail-oriented, and analytical * Collaborative and flexible working style * Ability to teach and coach effectively * Efficient and timely with deadlines and deliverables * Strong organization and time-management skills * Ability to work independently without supervision * Salesforce experience **Preferred Qualifications:** * Previous Gainsight experience or other customer success management platform * Previous Monday.com experience or other project management software **careerzynith Team Member Benefits & Compensation:** * Salary range: $145,000 - $174,000 * Comprehensive medical benefits, 100% paid for employee * 401k + matching * Equity Option Grant * Unlimited PTO + Company holidays * Wellness initiatives **About careerzynith:** careerzynith is an equal opportunity employer. We're committed to creating a diverse and inclusive work environment that fosters growth, innovation, and exceptional customer experiences. If you're passionate about customer success and driving business growth, we want to hear from you! **How to Apply:** If you're ready to join a dynamic team that's revolutionizing the restaurant industry, click the link below to apply for this exciting opportunity!