Senior Manager, Customer Success

THE ROLE 

As a Senior Manager, Customer Success, you will lead a high-performing team of Commercial CSMs across the Americas, driving value realization and retention across Everpure’s industry-leading Evergreen subscription portfolio. You will act as the strategic link between mid-market customers and executive stakeholders across Sales, Product Management, Engineering, and Support to maintain our market-leading Net Promoter Score. In this role, you will shape and scale customer success operations by integrating AI-driven automation and data-centric initiatives into our core customer lifecycle.

WHAT YOU'LL DO

• Empower & Scale a High-Performing Team: Lead, mentor, and coach a regional team of 10+ Commercial Customer Success Managers, fostering continuous career development while ensuring accountability to strategic business goals.
• Drive Retention & Subscription Value: Oversee post-sales service delivery for mid-market accounts, collaborating closely with Renewals and Sales leadership to proactively identify expansion opportunities and mitigate retention risks.
• Lead Cross-Functional Alignment: Serve as a strategic escalation point and customer advocate across Engineering, Product, Support, and Executive Leadership to resolve complex operational challenges and optimize customer experiences.
• Champion Operational Innovation: Own and execute strategic internal initiatives, driving the adoption of AI-driven lifecycle automation, health-score governance, and customer readiness for Fusion and Enterprise Data Cloud environments.

WHAT YOU BRING

• Experience: Minimum 2-4 years of people management experience, managing teams with more than 4 ICs and 7+ years of experience in a customer facing/account management role.
• People Leadership Expertise: Proven track record of leading, coaching, and scaling customer-facing teams in an enterprise IT infrastructure or SaaS environment without needing to manage an individual book of business.
• Strategic Ecosystem & Risk Management: Strong proficiency in navigating complex cross-functional landscapes, partnering with Sales and Renewals leaders, and executing proactive health-score governance and executive escalation management.
• Technical & Domain Acumen: Deep understanding of data management, enterprise data center environments, and post-sales subscription lifecycle delivery across as-a-Service model offerings.
• Lifecycle Tooling & Automation Knowledge: Experience leveraging CS platforms (such as Gainsight and Salesforce) and driving AI-powered automation to optimize engagement models and operational efficiency.

Location: We are primarily an in-office environment and therefore, you will be expected to work from the California or North Carolina office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.