Senior Manager, Customer Success

Politico • Arlington, VA

13d

About The Position

POLITICO is seeking a Senior Manager, Customer Success to lead its US Customer Engagement Specialist (CES) team and develop scalable customer engagement practices for the US Professional Subscriptions business. The role focuses on product adoption, customer value, Wallet Retention Rate, and customer retention.

In partnership with the Managing Director, Customer Success, the Senior Manager builds and executes the US CES strategy, leading proactive and reactive customer engagement, product adoption, customer support, and account health. The role also develops consistent Customer Success processes and practices across the CES team, coaches team members, and collaborates with internal teams to address customer needs and share customer insights.

Requirements

• Significant experience in Customer Success, customer engagement, client services, account management, support, or a related function.
• Experience managing and developing customer-facing professionals.
• Proven ability to build scalable processes and programs that improve customer engagement, adoption, and retention.
• Strong understanding of proactive service, customer onboarding, product adoption, support, and customer health practices.
• Excellent coaching, communication, and relationship-building skills.
• Strong analytical problem-solving skills and comfort using customer data to identify opportunities and risks.
• Demonstrated ability to collaborate with Sales, Product, Marketing, Technology, Data, and other internal partners.
• Strong product knowledge or the ability to quickly learn complex products and customer use cases.
• Bachelor’s degree or equivalent experience.

Nice To Haves

• Experience in a SaaS, subscription, information services, or media business.

Responsibilities

• Lead, develop, and coach all US Customer Engagement Specialists, including providing regular feedback, skill building, and career development.
• Build and execute the US CES strategy in partnership with the Managing Director, Customer Success.
• Establish team goals, priorities, processes, and performance expectations to drive product adoption, customer engagement, Wallet Retention Rate, and retention rate.
• Own the US CES team’s contribution to Wallet Retention Rate and retention rate within the US Professional Subscriptions business.
• Drive scalable proactive and reactive Customer Success processes across the CES team.
• Improve and innovate practices for customer onboarding, engagement, adoption, support, training, and account health.
• Partner with Account Management and CSM leadership to identify customer needs, coordinate engagement opportunities, and support account-level strategies.
• Use customer health, usage, and engagement data to identify opportunities for proactive service and intervention.
• Champion customer feedback and share CES insights with Product, Marketing, Technology, Data, and other internal partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior