Sr. Manager, Commercial Customer Success in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Manager, Commercial Customer Success based in United States.

This is a senior customer success leadership role focused on building and scaling a high-performing team serving commercial customers across the East Region.
You will lead Customer Success Managers responsible for onboarding, adoption, customer value, retention, and expansion across a portfolio of complex accounts.
The role combines people leadership with strategic influence over customer success methodologies and go-to-market execution.
You will help shape repeatable approaches for implementation, portfolio prioritization, risk management, and long-term customer outcomes.
Close collaboration with Sales, Product, Marketing, Revenue Operations, and Account Management will be essential to delivering a consistent customer experience.
You will work in a fast-moving, technology-driven environment where data, emerging technologies, and responsible AI use inform decision-making.
This is an opportunity to make a significant impact on both customer outcomes and the evolution of a growing Customer Success organization.

• Hire, mentor, coach, and develop a team of high-performing Customer Success Managers while fostering a culture centered on customer value, accountability, collaboration, and continuous development.
• Shape and improve the Customer Success methodology across implementation, onboarding, adoption, customer value realization, retention, and risk management.
• Establish strategies and coaching practices that enable the team to achieve key performance indicators, including revenue retention, customer health, adoption, and expansion.
• Coach CSMs on effective portfolio prioritization, success planning, risk identification, executive engagement, and expansion opportunity development across portfolios of approximately 40–55 accounts.
• Build onboarding, enablement, and ongoing development programs that strengthen product expertise, customer success capabilities, industry knowledge, and career progression.
• Represent the needs of the Customer Success team and customers in strategic discussions with Sales, Product, Marketing, Revenue Operations, Account Management, Recruiting, and other cross-functional partners.
• Establish and maintain strong executive-level customer relationships, helping teams navigate complex issues, escalations, competing priorities, and business needs.
• Use data, structured decision-making frameworks, and customer insights to identify opportunities, mitigate risks, and continuously improve team performance.
• Contribute to the evolution of the broader upmarket Customer Success strategy and develop repeatable approaches that help customers establish effective modern governance, risk, and compliance programs.
• Lead effectively through periods of rapid growth and organizational change while maintaining a strong focus on customer outcomes and team engagement.
• Encourage responsible use of AI and emerging technologies to improve team productivity, decision-making, customer engagement, and operational effectiveness.

• Proven track record of high performance in Customer Success or Account Management, with experience mentoring peers and developing toward or operating in a people leadership capacity.
• Demonstrated experience managing commercial customers with complex products, requirements, buying processes, and multiple stakeholder groups.
• Strong people leadership capabilities, including coaching, performance management, team development, onboarding, and enablement.
• Experience establishing executive-level customer relationships and confidently managing escalations, difficult conversations, and competing customer and business priorities.
• Demonstrated ability to define and execute customer success strategies covering adoption, customer health, retention, risk management, value realization, and expansion.
• Strong analytical and critical-thinking skills, with a track record of using data and structured frameworks to guide decisions.
• Excellent written, verbal, presentation, and stakeholder-management skills, with the ability to communicate effectively across technical, business, and executive audiences.
• Ability to operate successfully in a fast-paced, high-growth environment and lead teams effectively through ambiguity and transformational change.
• Genuine curiosity about emerging technologies and enthusiasm for cybersecurity, governance, risk, and compliance.
• Natural problem-solving ability, strong ownership, and a proactive mindset suited to a high-impact startup environment.
• Willingness to adopt AI-enabled tools and workflows, with the curiosity and judgment to apply AI responsibly to increase efficiency and business impact.

• Industry-competitive salary and equity opportunities.
• Comprehensive medical, dental, and vision coverage, with employee-only premiums fully covered for most medical plans.
• 16 weeks of paid parental leave for all new parents.
• Health and wellness stipend.
• Remote workspace, internet, and cellphone stipends.
• Commuter benefits for employees working from the San Francisco and New York City offices.
• Family planning benefits.
• 401(k) matching contribution with immediate vesting.
• Flexible paid time off policy plus 80 hours of sick time.
• 11 company-paid holidays.
• Virtual team-building activities, lunch-and-learns, and company-wide events.
• Access to offices in San Francisco, New York City, London, Dublin, Tel Aviv, and Sydney.
• Remote-friendly working environment designed to support flexibility and productivity.
• Compensation is benchmarked against comparable growth companies, with final offers determined based on factors including location, skills, experience, and relevant credentials.