Senior Manager, Customer Success Management - Player-Coach
Spotted 2h agoFull time
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Job description
About this role
Employer-provided description, formatted for easier reading.
Overview A hybrid individual contributor + leadership role. You will personally own and manage a small set of strategic Enterprise accounts, delivering Signature Success outcomes directly to customers, while also leading, coaching, and developing a team of Customer Success Managers.
Key Responsibilities
Player (Individual Contributor)
- Own a select set of strategic Enterprise accounts, acting as the primary CSM and trusted advisor to executive stakeholders.
- Build and execute Success Plans, drive adoption, and deliver on Signature Success program commitments (e.g., proactive engagements, escalation management, technical health reviews).
- Identify expansion, renewal risk, and value-realization opportunities within your owned accounts.
- Model best-in-class CSM behavior that the broader team can learn from.
Coach (People Leadership)
- Manage, mentor, and develop a team of CSMs, setting clear goals and providing regular coaching and feedback.
- Oversee team account portfolios — ensuring Success Plans, engagement cadences, and health/risk tracking meet operational standards.
- Drive team performance against retention, renewal, adoption, and customer satisfaction targets.
- Partner cross-functionally (Sales, Support, Product, Professional Services, Architects) to remove blockers for the team and for your own accounts.
- Support hiring, onboarding, and career development for the team.
- Report on team and portfolio health to senior leadership; escalate risk appropriately (e.g., Red Account processes).
Requirements
- Must have experience as a Customer Success Manager in an Enterprise/Signature or strategic account context.
- Strong technical Salesforce CRM skillset, with relevant Salesforce certifications, plus consulting or project management experience - needed to credibly guide customers and coach the team on platform adoption and value realisation.
- Preferable but optional team-lead experience, ideally in a player-coach capacity.
- Strong executive presence and relationship-management skills with C-level stakeholders.
- Deep familiarity with Success Plans, engagement/renewal motions, and CS tooling (e.g., Salesforce equivalent).
- Ability to balance hands-on account ownership with team leadership responsibilities.
- Fluency in Thai or Vietnamese, with strong command of English (both written and spoken) — required for engaging regional Enterprise stakeholders and internal global teams.
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