Senior Manager Associate Director Customer Success (US Remote)

📋 Description • Own the end-to-end health of a strategic book of Mediafly’s enterprise customers, ensuring every account achieves measurable ROI, expands usage, and renews at or above target rates. • Lead, mentor, and scale a high-performing team of 5-8 Customer Success Managers across time zones; set quarterly OKRs, run weekly deal/health reviews, and build individualized development plans that turn good CSMs into industry leaders. • Serve as the executive escalation point for at-risk accounts: diagnose root causes, marshal product, support, and services resources, and present recovery plans to both customer c-suites and Mediafly leadership that protect ARR and reputation. • Operationalize a data-driven CS motion—define segmentation, health scoring, playbooks, and QBR templates that increase platform adoption by 20 % and reduce churn to <2 % annually; own the Gainsight/Salesforce dashboards that surface early warning signals. • Partner with Sales during pre-sale cycles to craft success plans, ROI models, and executive alignment workshops that accelerate deal closure and set realistic post-sale expectations. • Collaborate with Product Management to translate customer feedback into roadmap priorities; quarterly, present a “voice of customer” report that influences sprint allocation and new revenue products. • Drive expansion revenue: coach CSMs to identify whitespace, quantify business impact, and co-sell with AEs; personally quarterback six-figure upsells and cross-sells that contribute 15 % of company new ARR. • Optimize the customer journey—from onboarding, adoption, value realization, advocacy, and renewal—removing friction through automation, self-service resources, and executive advisory boards. • Host monthly “Customer Advisory” webinars and annual user conference tracks that turn delighted customers into reference champions, generating 30 % of pipeline via case studies and peer referrals. • Champion diversity, equity, and inclusion inside the CS org; build a culture where psychological safety, curiosity, and customer obsession thrive, resulting in team eNPS >60 and Best Place to Work awards. • Report to the VP of Customer Experience with weekly forecast accuracy, quarterly business reviews, and board-ready metrics; continuously iterate on segmentation, coverage models, and pricing strategy to maximize LTV. • Stay ahead of revenue enablement industry trends—bring outside-in thinking on value frameworks, AI-guided selling, and content personalization that keep Mediafly the undisputed category leader. 🎯 Requirements • 5+ years in B2B SaaS Customer Success, including 2+ years managing CSMs with proven quota attainment on retention and expansion. • Demonstrated success owning ≥$20 M ARR portfolio and achieving net revenue retention ≥110 %. • Expert command of Salesforce and a Customer Success platform (Gainsight, ChurnZero, or similar); can build dashboards, health scores, and automated plays. • Bachelor’s degree or equivalent experience; MBA or management consulting background is a plus. 🏖️ Benefits • 100 % remote-first culture with flexible working hours and annual $1,200 remote-office stipend. • Competitive base salary $140 k–$175 k plus 15 % variable tied to team retention & expansion; transparent career path to Director and VP levels. • Unlimited PTO, 12 paid holidays, and 16 weeks fully paid parental leave for all genders.