Senior Manager, Customer Success

SmartRecruiters Inc

About The Position

This role is accountable for establishing clear operational objectives and work plans for multiple teams, driving execution against business goals, and evolving how we support our customers in line with SmartRecruiters’ strategy and values. As a key member of the Customer Success leadership team, you will report to the Global VP of Customer Success and work closely with other Regional CS Leaders as well as cross-functional leaders to deliver outstanding customer outcomes, retention, and growth. You will manage a team of CSMs, act as the primary point of escalation for complex situations, and shape policies and ways of working that impact your region and contribute to company-wide Customer Success initiatives.

Requirements

Previous experience in leading and developing team members
5+ years of experience in a customer facing role
Proven track record of achieving team targets against functional objectives
Confidence in collaborating with executive stakeholders and handling escalations through to a successful resolution
Experience of using data to report on progress towards targets but also flag potential risk to senior leadership
Ability to collaborate with and influence other functional leaders within your organisation
Coaching leadership style with a keen focus on developing team members
Confidence in taking accountability for a wider book of business and building strong relationships at a senior executive level
Ability to navigate complex situations with calm and ease. A passion for creating a positive and productive team environment.

Responsibilities

Lead and develop the regional team through structured weekly 1:1s, quarterly development reviews, and ongoing coaching and mentoring, while managing team-level budgets (e.g. travel/expenses) in line with regional targets.
Manage a large book of business and act as the primary executive escalation point for challenges raised by your direct reports, driving resolution and involving the Global VP of Customer Success on strategically or commercially sensitive topics.
Build and maintain executive-level customer relationships, representing SmartRecruiters in key forums such as Quarterly/Annual Value Reviews and senior stakeholder meetings alongside your CSMs.
Coach and mentor the CSM’s to ensure delivery of measurable value and ROI to customers based on their individual products and services.
Take end-to-end accountability for regional renewal performance across your CSM organisation, setting standards, controls, and escalation paths for all renewals in scope.
Enable and challenge CSMs to own their renewal strategies, while partnering with the Global Renewals Manager to prioritise focus and resources on the most complex, highest-impact renewals.
Oversee renewal forecasting reviews, ensuring accurate tracking of progress and providing concise weekly insights, risks, and recommendations to the Global VP of Customer Success.
Shape and contribute to regional and global forums, including coordinating, curating, and presenting content that aligns local execution with global Customer Success priorities.
Lead data-driven performance and customer insight reviews, analysing customer data and CSAT/feedback trends to identify systemic issues, coaching opportunities, and areas for operational improvement.
Ensure rigorous and consistent application of processes, standards, and priorities defined by the Global VP of Customer Success, providing feedback to refine and scale them.
Monitor and govern Salesforce usage and data quality, championing best practice, adoption, and standardisation across your teams to enable accurate reporting and decision-making.
Partner with other Customer Success leaders to drive global consistency, knowledge sharing, and alignment, and collaborate with cross-functional leaders (Support, Sales, Product, Professional Services) to resolve complex challenges and advance joint initiatives.
Translate company and CS OKR’s into clear quarterly and annual objectives for your region, driving engagement, ownership, and accountability for outcomes within the team.
Maintain ongoing visibility of performance against quarterly targets, leading reviews and providing regular, insight-led updates on progress, risks, and remediation plans.
Contribute to the design and execution of Customer Success strategies that align with company goals, bringing regional perspectives and customer insights into strategic planning and decision-making.
Stay ahead of industry trends and best practices in both Talent Acquisition and Customer Success, curating and sharing relevant insights with your organisation and incorporating them into ways of working, customer meetings, playbooks, and coaching.