Senior Manager, Customer Success

About Us

Please be aware we have noticed an increase in hiring scams potentially targeting Seismic candidates. Read our full statement on ourCareers page.Seismic is the global leader in AI-powered enablement empowering go-to-market leaders to drive strategic growth and deliver exceptional customer experiences at scale. The Seismic Enablement Cloud is the only unified AI-powered platform that prepares customer-facing teams with the skills content tools and insights needed to maximize every buyer interaction and strengthen client relationships. Trusted by more than 2000 organizations worldwide Seismic helps businesses achieve measurable outcomes and accelerate revenue growth. Seismic is headquartered in San Diego with offices across North America Europe Asia and Australia. Learn more .Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismichere.

Overview

The Senior Manager of Customer Success will build and lead the Customer Success team in Seismics India hubsupporting a high-volume book of business through scaled digital engagement. This role createsa strong teamculture and drives consistent customer engagement adoption risk management renewal readiness and value realizationat scale.

This leader will collaborate with Customer Success leadership and Seismics Customer Experience organization (Community Customer Education Programs and Operations) to translate Seismics global strategy into regular team executionwith a focus on using AI and automation to streamline workflows scale customer touchpoints and increase team productivity. The role also serves as an escalation point for internal teams and customersrepresentingSeismic to both.

Who you are:

• 8 years in Customer Success Account Management Professional Services Renewals or any B2B SaaS post-sales role.

• 3 years managing Customer Success Managers or post-sales teams preferably in B2B SaaS.

• Managed teams overseeing adoption retention value realization risk mitigation and executive engagement.

• Strong understanding of Customer Success operating metrics including customer health adoption GRR NRR churn risk renewal readiness and forecast hygiene.

• Experience working in a global SaaS organization across regions cultures and time zones.

What youll be doing:

Who you are:

• You are an experienced people leader witha track recordof managing and developing Customer Success teams.

• You set clear priorities operating rhythms and performance expectations for distributed teams.

• You understand how customer adoption value realization risk management and renewal readiness support retention.

• You work effectively across Sales Renewals Services Support Product and Operations.

• You are comfortable representing the Customer Success function with customers prospects and internal stakeholders.

What you will be doing:

• Lead and develop a team of Customer Success Managersand Renewals Specialistin Seismics India hub ensuring the team meets customer satisfaction and retention targets.

• Hire onboard coach and develop a high-performing Customer Success team in India including performance management career development and building a culture of accountability and continuous improvement. Establish operating rhythms and management routines that drive measurable improvements across customer engagement adoption risk mitigation renewal readiness and customervalue. Serveas an escalation resource for CSMs internal teams and customers resolving escalations within defined SLAs and improving customer outcomes.

• Partner cross-functionally to remove blockers improve CSM effectiveness and represent Customer Success with customers and prospects.

• Evolve Seismics Digital Customer Success program at the India hub in partnership with CS leadership and the CX organization (Community Customer Education Programs Operations) by surfacing gaps contributing improvements and shaping the regional operating model.

• Own the health renewal forecast and risk pipeline for the book of business ensuring forecast accuracy early identification of risk themes and clear escalation paths.

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Headquartered in San Diego and with employees across the globe Seismic is the global leader in salesenablement backed by firms such as Permira Ameriprise Financial EDBI Lightspeed Venture Partners and T. Rowe Price. Seismic also expanded its team and product portfolio with the strategic acquisitions of SAVO Percolate Grapevine6 and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson former Chairman of the Board for Microsoft.

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender age race religion or any other classification which is protected by applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

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Required Experience:

Senior Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1