Senior Customer Success Manager

Superhuman

10d • Hybrid

About The Position

As a Senior Customer Success Manager, you will be responsible for cultivating and maintaining strong relationships with your assigned upper mid-market education accounts, ensuring high value for our customers, demonstrating ROI, and executing successful contract renewals.​
As a member of the Superhuman for Education team, your role as a Senior Customer Success Manager will be pivotal in integrating our product into larger higher-ed institutions to help solve some of their toughest challenges. You will be instrumental in building a customer success engine to maximize Superhuman’s value for our enterprise institutional customers.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related client-facing role with Education industry customers, ideally within EdTech
• Proven success managing large, strategic accounts—owning renewals, driving adoption, and exceeding retention and revenue goals.
• Strong communicator with exceptional relationship-building skills and a consultative, customer-centric approach.
• Comfortable working with C-level stakeholders and navigating complex organizational structures through strategic multithreading.
• Analytical mindset with the ability to interpret both quantitative and qualitative data, identify trends, and act decisively.
• Experience influencing cross-functional partners, including product, marketing, and engineering, to advocate for customer needs and business outcomes.
• Operational excellence in tools like CRM (e.g., Salesforce) for tracking activities, pipeline, and project milestones.
• Solid understanding of subscription models, including pilots, upsells, and customer lifecycle strategies.
• Demonstrated fluency in English—both written and spoken—with polished communication and presentation skills.
• Familiarity with the AI landscape, especially Large Language Models (LLMs), and a strong ability to translate technical concepts into business value.
• Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.

Responsibilities

• Own the full post-sales customer lifecycle for your assigned enterprise accounts, ensuring seamless onboarding, activation, and long-term success.
• Lead renewal strategies end-to-end, including pricing proposals and contract negotiations, to drive retention and account growth.
• Partner cross-functionally with Sales and Key Accounts teams to identify and execute on expansion and cross-sell opportunities.
• Deliver high-impact enablement experiences by deeply understanding customer goals, training users on Superhuman’s products and features, and aligning product capabilities with organizational goals and objectives.
• Conduct strategic account reviews, providing tailored insights and performance metrics to reinforce value, deepen engagement, and align on success plans.
• Drive adoption and product usage through thoughtful engagement strategies, champion development, and customer education.
• Leverage customer engagement data and trends to identify risks, uncover opportunities, and take proactive, data-informed actions that exceed performance targets.
• Act as a consultative partner and trusted advisor, aligning Superhuman’s AI-powered solutions with each customer’s business strategy and communication goals.
• Apply knowledge of AI and Large Language Models (LLMs) to help customers stay ahead of industry trends and maximize value from Superhuman’s offerings.
• Build and grow strategic relationships through multithreading, identifying and nurturing champions and influencers across departments and seniority levels.
• Lead effective, executive-ready customer meetings, crafting clear agendas, surfacing strategic insights, and facilitating collaborative decision-making.
• Gather and synthesize customer feedback, creating meaningful feedback loops to influence Superhuman’s product roadmap and innovation priorities.
• Contribute to continuous improvement initiatives by identifying gaps, streamlining processes, and supporting team-wide content and operational enhancements.
• Mentor peers and share best practices, serving as a trusted resource and collaborator across the Customer Success team and broader organization.

Benefits

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
• Disability and life insurance options
• 401(k) and RRSP matching
• Paid parental leave
• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time
• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
• Annual professional development budget and opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed