Sr. Manager, Customer Experience

About the Role

As the Senior Manager of Customer Success, you will lead a team of Customer Experience Managers and support staff to ensure exceptional service delivery, proactive issue resolution, and effective customer relationship management. You will oversee key customer accounts, ensuring operational performance, satisfaction, and retention targets are met. In this role, you will execute account strategies, monitor performance metrics, and partner closely with leadership to contribute to the overall customer success vision. You will also collaborate cross-functionally to address escalations, improve processes, and identify opportunities for growth.

What You’ll Do

• Manage a portfolio of key customer accounts, ensuring strong relationship management, timely issue resolution, and escalation handling.
• Lead, coach, and develop Customer Experience Managers and support staff, fostering a high-performance culture and ensuring training and goals are met.
• Drive operational performance and customer satisfaction for assigned accounts, ensuring contractual commitments are met.
• Support commercial discussions, pricing proposals, and renewals in collaboration with leadership and Customer Growth teams.
• Develop and maintain account plans and customer roadmaps aligned with business objectives.
• Track and report on KPIs, identifying trends and recommending improvements to enhance retention and account performance.
• Partner with operations to ensure customer needs are met, orders are fulfilled efficiently, and service levels align with KPIs.
• Support P&L objectives by monitoring costs, margins, and operational efficiency to prevent revenue leakage.
• Execute customer success best practices, including Quarterly Business Reviews (QBRs) and standardized operating procedures.
• Mentor team members by setting clear performance expectations, providing regular feedback, and promoting professional growth.
• Collaborate with marketing, operations, and product teams to share customer insights, industry trends, and competitive intelligence.

What You’ll Need

• Significant experience in customer success, account management, or related roles, preferably managing enterprise-level accounts.
• Strong leadership and people management skills, with experience developing high-performing teams.
• Solid understanding of customer experience principles and account management best practices.
• Experience with contract renewals, pricing proposals, and commercial discussions.
• Strong analytical and problem-solving skills with the ability to interpret KPIs and drive performance improvements.
• Excellent communication and relationship-building skills across all levels of an organization.

Bonus:

• Background in Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Familiarity with CRM platforms and customer success tools.
• Experience with P&L monitoring and revenue optimization.
• Exposure to process improvement initiatives or business transformation projects.