Senior Manager, Strategic Customer Success

Superhuman

2d•$157,000 - $240,000•Hybrid

About The Position

Superhuman offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will determine in-person time according to business needs. About Superhuman Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Coda’s collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here. The Opportunity Superhuman is evolving from a beloved single product into a full AI productivity suite, and our most strategic accounts are where that transformation gets proven out. As the leader of this team, your mission isn't to manage accounts; it's to build and lead a team of Strategic CSMs who do, and to set the standard for what consultative, outcomes-driven customer partnership looks like at Superhuman. This is not a role for someone who inherits a mature motion and optimizes it. The playbooks for what great enterprise success looks like across Mail, Go, Docs, and Agents are still being written. You and your team is where Superhuman figures that out. The patterns you validate and the programs you build will become the foundation for how Superhuman delivers strategic CS at scale.

Requirements

Has a track record of building and scaling high-performing CS teams from scratch, not just optimizing an inherited operation. Creating clear operating cadences, performance frameworks, and a culture of accountability
Knows what great consultative customer success looks like and can develop that capability in others: coaching CSMs to set accurate expectations, uncover customer goals, and drive results even when the path isn't obvious
Has built teams that show up as credible, strategic partners at the executive level, and can coach CSMs to earn that trust and navigate the change management complexity that comes with displacing deeply embedded tools
Develops people intentionally: invests in each CSM's growth, gives direct feedback, and creates the conditions for the team to do the best work of their careers
Operates in both modes: visionary and executional. You can zoom out and design the system, and zoom in when the work calls for it, and know when each is needed
Brings a builder's mindset: creates structure and rigor in a fast-moving environment without needing a mature operation to inherit, and is energized by figuring out what "great" looks like before it's been defined
Is deeply AI-fluent: uses AI in their own work, has a clear point of view on where it should augment versus step back in the customer relationship, and can drive meaningful adoption of AI-augmented workflows across the team
Can synthesize quantitative and qualitative signals, from adoption metrics and health scores to account-level feedback. Converting these insights into decisions and product advocacy that are clear, timely, and grounded

Responsibilities

Build, lead, and develop a team of Strategic CSMs. Setting a high bar for consultative depth, account health, and measurable outcomes, and actively developing your team's ability to meet it
Design and own the high-touch success program for Superhuman's most strategic accounts: the frameworks, playbooks, and engagement models that ensure customers have the right expectations for what Superhuman can do, and that your team is the reason those expectations are met
Develop your CSMs into genuine consultative partners — coaching them to navigate change management, set accurate expectations, and help customers rethink how they work across a multi-product suite
Build and maintain executive relationships at key strategic accounts, serving as the escalation point and senior thought partner when the stakes are highest
Define the metrics that matter across multi-product adoption, net revenue retention, and health scores, and build the operating cadence and accountability frameworks to track and improve them across the portfolio
Be the primary voice for what strategic customers need from the product: synthesizing your team's account-level insights into clear, prioritized feedback that shapes Superhuman's roadmap, particularly for Agents and Go
Partner cross-functionally with Sales, Solutions Engineering, Product, and Partnerships to ensure a unified customer experience from pre-sale through expansion, and to remove the organizational friction that holds accounts back
Drive adoption of AI tools and workflows across your team, improving how CSMs prioritize accounts, surface risks, and free up time for the high-touch work that actually moves relationships forward
Experiment deliberately: test new models for how strategic CS is delivered, document what works, and build toward a repeatable motion that can scale beyond the strategic tier

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
flexible sick time
Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
Annual professional development budget and opportunities