foley - Senior Manager, Customer Success
Requirements
• 3+ years of experience in Customer Success leadership, including leading teams of 6–10+ Customer Success Managers. • Strong people management skills with experience hiring and building high-performing teams. • Proven track record of driving retention, reducing churn, and achieving NRR and GRR goals. • Confident handling pricing conversations with customers, including during renewals and expansions. • Experience working cross-functionally with Product, Sales, and Marketing. • Strong cross-collaborative communication skills. • Proven record of building engagement and accountability on a fully remote team. • Experience leading teams through rapid growth and reorganization, with strong change management skills. • Comfortable joining and leading customer calls, and coaching CSMs through call shadowing and role-playing. • Strong analytical skills, including designing customer health scores, defining CS metrics, and building dashboards. • Expertise in customer success platforms; experience with Planhat is a plus. • Hands-on experience bringing automation and AI tools into Customer Success workflows. • Experience in compliance, regulated-industry, or vertical SaaS is strongly preferred. • Experience in a DOT compliance or fleet management environment is a plus. • Location: This role is primarily remote (US based), with the expectation of occasional visits to our offices for team collaboration, training, or company events. • This role may be based remotely out of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin
Responsibilities
• Lead and manage a team of ~8 Customer Success Managers serving 800+ mid-market customers, representing $16MM in revenue. • Recruit, develop, and retain top CS talent while fostering a high-performance culture. • Drive adoption, retention, and expansion strategies to achieve NRR, GRR, and churn retention targets. • Partner cross-functionally with Sales, Product, Marketing, and other teams to improve the customer experience and deliver business outcomes. • Collaborate interdepartmentally in a fully remote environment, building strong working relationships and clear communication across teams. • Provide leadership on special projects, operational improvements, and strategic initiatives to scale the CS function. • Lead team meetings, performance management, and coaching to ensure accountability and results. • Utilize Planhat to monitor customer health, identify risks/opportunities, and guide data-driven decisions. • Help build and refine workflows within Planhat, including agentic workflows and proactive customer outreach, as the CS function scales.
Benefits
• Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program. • Equal Employment Opportunity
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