Senior Manager, Customer Success Management

Canto

10d•Remote

About The Position

The Senior Manager, Customer Success will lead Canto’s global CS organization, a multi-tiered team of CSMs and people managers across NAM and EMEA, focused on driving product adoption and measurable customer value from post-implementation through renewal. This role directly owns GRR and NRR outcomes by connecting customer health, adoption, and value realization to retention results. As a key cross-functional partner to Account Management, Implementation, Product, and Revenue Operations, this leader will build the scalable processes, playbooks, and tiered engagement strategies needed to support Canto’s continued growth.

Requirements

7+ years in customer success, account management, or related post-sales roles in a B2B SaaS environment.
4+ years managing a CS or post-sales team with demonstrated experience building and scaling high-performing teams.
1+ years managing people managers or actively developing senior ICs toward management roles.
Proven track record contributing to GRR and NRR outcomes by connecting adoption and health metrics to retention results.
Demonstrated experience designing and launching a tiered CS model, including high-touch enterprise programs and a digital-first motion for lower-ACV segments.
Proficiency with Customer Success platforms (e.g., ChurnZero, Gainsight, Vitally), including AI and automation features.
Familiarity with CRM systems (e.g., Salesforce), Conversation Intelligence tools (e.g., Gong), and scheduling platforms (e.g., Chilipiper).
Proficiency in data visualization and reporting tools (e.g., Excel, Tableau, Power BI) to track performance and present insights.
Strong cross-functional collaboration, executive communication, and ability to influence without direct authority.
Coaching mindset with demonstrated ability to develop people managers and build leadership bench strength.

Nice To Haves

Experience in Digital Asset Management (DAM) and/or Product Information Management (PIM) industries, or working with marketing, creative, or library teams.
Experience leveraging AI and agentic AI within CS platforms (e.g., ChurnZero) or enterprise LLM tools (e.g., Claude, ChatGPT Enterprise) to automate workflows and deliver insights at scale.
Experience building or managing a CS presence in EMEA, including regional customer dynamics and commercial nuances.

Responsibilities

Lead and develop a Global CS Organization – Recruit, mentor, and manage a multi-layered team across NAM and EMEA. Foster a high-performance culture with meaningful visibility into customer-level execution; support Associate Managers’ development into full Manager roles.
Own GRR and NRR Outcomes – Define and track KPIs, including product adoption rates, time-to-value, customer health scores, and NPS; regularly present insights to senior leadership.
Drive Product Adoption and Customer Value – Develop and execute strategies to ensure customers achieve critical adoption milestones and realize measurable business value post-onboarding.
Build Scalable CS Processes – Implement tiered engagement frameworks, playbooks, and health scoring to efficiently support a growing customer base—high-touch programs for enterprise and a digital-first motion for lower-ACV segments.
Champion AI-Powered Customer Success – Drive adoption of AI and agentic AI capabilities across the CS org, including intelligent automation in platforms like ChurnZero and enterprise tools like Claude, to improve CSM efficiency and proactive engagement at scale.
Partner Cross-Functionally – Align closely with Account Management, Implementation, Support, Product, RevOps, and Customer Marketing to ensure a seamless customer journey and shared accountability for retention and expansion goals.
Champion Customer Advocacy – Serve as the voice of the customer internally, channeling actionable feedback to Product and Marketing to improve experience and functionality.
Manage Escalations – Oversee adoption-related escalations and drive timely resolution in collaboration with cross-functional stakeholders.

Benefits

Start-Up Spirit: Embrace the excitement and flexibility of a growing company.
Hands-On Impact: Your work directly contributes to our success.
Learning by Doing: Our growth plans provide real-time learning.
Close-Knit Team: Enjoy a tight-knit, supportive work environment.
Open Communication: We value transparency and open dialogue.
Problem-Solver’s Paradise: Apply creativity to real-world challenges.
Work-Life Harmony: We respect the balance between personal and professional life.
Growth Opportunities: As we grow, so do opportunities for our team.
Cultural Exchange: Learn from diverse colleagues in a global setting.
Ignite Your Potential – Join a fast-growing company where innovation and agility fuel success.
Make an Impact – Your ideas and efforts directly shape our future—every contribution matters.
Learn, Grow, Thrive – Gain real-world experience and develop new skills as we scale.
Stronger Together – Be part of a close-knit, supportive team that values collaboration and camaraderie.
Your Voice Matters – We foster open communication and transparency so every idea is heard.
Turn Challenges into Triumphs – Solve meaningful problems with creativity and confidence.
Balance that Works for You – We believe success comes from a healthy work-life harmony.
Endless Growth Potential – As we rise, so do you. Step into new opportunities and grow with us.
A Global Perspective – Work alongside diverse, talented colleagues and broaden your horizons.