Senior Manager, Customer Success

POLITICO•Arlington, VA

11d•$120,000 - $150,000

About The Position

POLITICO is seeking a Senior Manager, Customer Success to lead the US Customer Engagement Specialist (CES) team and develop scalable customer engagement practices for its 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 will build and execute the US CES strategy, evolve the team, and establish consistent Customer Success processes and practices. The role covers proactive and reactive customer engagement, product adoption, customer support, and account health. It also involves working across internal teams to share customer insights and support account-level strategies. The position offers an annual salary of $85,000–$100,000 and eligibility to participate in POLITICO’s commission plan. The target incentive opportunity is $35,000–$50,000, for approximate on-target earnings of $120,000–$150,000. Commission payments are variable and depend on performance goals and the commission plan; actual compensation depends on experience, skills, qualifications, and other job-related considerations.

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 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 is preferred.

Responsibilities

Lead and develop all US Customer Engagement Specialists.
Build and execute the US CES strategy in partnership with the Managing Director, Customer Success.
Establish team goals, priorities, processes, and performance expectations that 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 related to customer onboarding, engagement, adoption, support, training, and account health.
Coach and develop CES team members through regular feedback, skill building, and career development.
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 ensure CES insights are shared with Product, Marketing, Technology, Data, and other internal partners.