Senior Manager, Customer Success

Summary

Join OffSec's Enterprise Customer Success team as a Senior Manager and lead a global team responsible for onboarding, engagement, and retention of enterprise clients. You will guide new and existing accounts, acting as a strategic liaison between sales, customer support, and cross-functional teams. This role requires fostering strong client relationships, ensuring seamless onboarding, and driving engagement through a proactive approach. Responsibilities include managing a high-performing team, championing cross-functional collaboration, measuring and driving customer value, and fostering a customer-centric culture. You will define and execute a white-glove customer experience, implement a multi-channel support system, and manage executive-level engagements. Success in this role demands enhancing the sales-to-customer success handoff for optimal customer onboarding and long-term engagement.

Requirements

• Bachelor’s degree or equivalent experience
• 7+ years in a customer success, customer support, or account management role, with at least 3 to 5 years of leadership experience
• Proven track record of managing enterprise corporate or government clients in a high-touch, customer success-driven environment
• Strong leadership, coaching, and team development skills
• Experience implementing customer success strategies, including onboarding, engagement, and retention frameworks
• Expertise in customer support ticketing systems, analytics, and reporting
• Excellent organizational, project management, and time management skills
• Superior verbal and written communication skills, with the ability to engage effectively with executive stakeholders
• Strong analytical mindset with the ability to interpret customer data and drive actionable insights
• Ability to thrive in a fast-paced environment, balancing multiple priorities and meeting deadlines

Responsibilities

• Lead and Develop a High-Performing Team: Manage a global team of 10+ customer success professionals, ensuring regional coverage and operational excellence
• Champion Cross-Functional Collaboration: Advocate for customer-centric improvements across departments, influencing product development, marketing, and support teams to enhance the overall customer experience
• Measure and Drive Customer Value: Define success metrics and create strategies to quantify and improve the value customers realize from OffSec’s training programs and certifications
• Foster a Customer-Centric Culture: Instill a company-wide focus on optimizing the customer experience, emphasizing long-term customer satisfaction, retention, and lifetime value
• Understand the customer journey from land, onboarding, adoption, expansion and renewal plays to drive engagement and retention through this journey
• Define and Execute a white glove Customer Experience: Establish a standardized success plan template to guide customers through their journey with OffSec, ensuring a consistent and high-value experience
• Implement a Multi-Channel Support System: Deploy an enterprise grade communication system that includes email, live chat, self-service, and other communication channels
• Define key performance metrics and renewal plays, including retention, Net Promoter Score, response times, time to value, and customer risk scores
• Manage Executive-Level Engagements and Escalations: Interact with senior leadership internally and externally to drive strategic initiatives, advocate for customer needs, and resolve escalations effectively
• Enhance the Sales-to-Customer Success Handoff: Work closely with the sales team to ensure a seamless transition from sales to customer success, optimizing the customer onboarding experience and long-term engagement