Senior Manager, Customer Success

Titan Cloud Software LLC•,

9h•Remote

About The Position

Titan Cloud is seeking a strategic, operationally driven, and highly collaborative Senior Manager, Customer Success to help scale and optimize the Customer Success organization in North America during a period of continued growth. This role is designed for an experienced Customer Success leader who excels at driving operational excellence, improving organizational effectiveness, and developing high-performing teams. The Senior Manager will partner closely with Customer Success leadership and Go-To-Market teams to enhance customer lifecycle processes, improve team performance, and drive scalable customer success strategies across the organization. The ideal candidate combines strong leadership capabilities, analytical thinking, program management expertise, and a passion for operational maturity. This person thrives in fast-paced SaaS environments and is energized by building structure, improving cross-functional alignment, and enabling Customer Success teams to deliver exceptional outcomes at scale. This is a highly visible leadership role with significant influence across the Customer Success organization and a clear path toward broader organizational leadership responsibilities.

Requirements

Bachelor’s degree
8+ years of experience in Customer Success, Customer Success Operations, Revenue Operations, Program Management, or Account Management
3+ years of related leadership roles within high-growth SaaS or enterprise technology organizations
Demonstrated experience leading operational initiatives within Customer Success or customer-facing organizations
Strong understanding of Customer Success methodologies, customer lifecycle management, retention strategies, and SaaS business models
Experience developing scalable operational processes, reporting frameworks, KPIs, and organizational workflows
Experience working with executive leadership and presenting operational recommendations and business insights
Strong leadership capabilities with experience mentoring, coaching, and influencing cross-functional teams
Exceptional organizational, analytical, and strategic thinking skills
Strong communication and stakeholder management capabilities across technical and non-technical audiences
Highly organized with the ability to manage multiple strategic initiatives simultaneously in a fast-paced environment
Strong technical aptitude with experience leveraging CRM, Customer Success platforms, reporting tools, and operational systems
Passion for operational excellence, process optimization, and continuous improvement
Comfortable navigating ambiguity and helping scale organizational processes within a growing company

Nice To Haves

Willingness to travel up to 15%

Responsibilities

Lead a team of Customer Success Managers representing the North America Region
Partner with Customer Success leadership to develop and optimize customer lifecycle programs, engagement models, success methodologies, and operational processes
Drive strategic initiatives related to customer retention, adoption, health scoring, forecasting accuracy, and customer experience optimization
Leverage AI to develop better visualizations, playbooks, and raising the bar to how we delight our customers.
Serve as an escalation point of contact as required.
Work to maintain key relationships with Top Customers.
Develop and maintain Customer Success operational metrics, dashboards, reporting frameworks, and business insights to support executive decision-making
Identify trends, risks, operational gaps, and process improvement opportunities across the customer portfolio and recommend scalable solutions
Assist to develop voice of customer activities and other CX leadership key initiatives
Drive enablement initiatives that improve Customer Success Manager effectiveness, productivity, and consistency across the team
Support organizational planning, territory/account segmentation strategies, capacity planning, and resource optimization efforts
Help evaluate and optimize Customer Success technologies, workflows, automation opportunities, and operational tooling
Act as a senior leader and strategic partner within the Customer Success organization
Coach and mentor Customer Success Managers and team leads on operational best practices, account planning methodologies, stakeholder management, and organizational processes
Drive accountability, operational rigor, and continuous improvement across the Customer Success organization
Partner with leadership to improve organizational maturity, team effectiveness, and scalable execution models
Support onboarding, training, and enablement programs for Customer Success team members
Lead cross-functional initiatives that improve collaboration, communication, and customer experience delivery
Influence organizational strategy through data-driven recommendations, operational insights, and process innovation
Serve as a change agent within the organization by helping drive adoption of new processes, tools, and operational frameworks