Manager, Commercial Customer Success

Iterable•Austin, TX

13h

About The Position

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences. Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work. With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together! Manager of Commercial Customer Success Position Details

Requirements

Bachelor’s degree or equivalent experience
4+ years of experience in Customer Success, Support, or a related role within a SaaS environment
2+ years of people management or team leadership experience
Proven ability to deliver excellent customer experiences in scaled or pooled support models
Experience partnering with Renewals, Sales, or Account Management teams to support retention and growth outcomes
Strong program-building mindset with the ability to create repeatable, scalable solutions
Deep familiarity with SaaS platforms and comfort developing subject-matter expertise
Excellent communication, coaching, and stakeholder management skills
High empathy for customers and a passion for solving problems
Ability to thrive in ambiguity and continuously improve processes

Nice To Haves

Experience with email marketing, push, SMS, or marketing automation platforms
Familiarity with APIs, HTML, CSS, or JavaScript
Experience running customer programs such as webinars, office hours, or lifecycle communications

Responsibilities

Lead, coach, and develop a Commercial Customer Success team focused on delivering best-in-class support at scale
Oversee a shared inbox model to ensure efficient triage, resolution, and customer satisfaction
Design and implement the Commercial CS engagement program, including lifecycle touchpoints and proactive communications
Create and manage scalable customer initiatives such as newsletters, office hours, and enablement content
Serve as an Iterable platform expert and coach team members on best practices and use cases
Monitor customer health, engagement trends, and feedback to inform program improvements
Partner closely with the Renewals Manager team to support accurate forecasting and on-time renewals
Ensure strong renewal readiness through proactive engagement, customer health monitoring, and signal sharing
Help identify expansion and growth opportunities by surfacing customer needs, usage trends, and success milestones
Identify, track, and report on metrics that measure customer satisfaction, team effectiveness, and program success
Partner cross-functionally with Product, Engineering, Marketing, Sales, and Renewals to improve customer outcomes
Proactively identify opportunities to improve workflows, tooling, and customer-facing processes
Support hiring, onboarding, performance management, and career development for team members