Product Quality and Installation Manager ensuring product quality and installation standards at Phillip Jeffries. Collaborating across teams to drive customer satisfaction and loyalty through detailed product insights and improvements.
About the role
- Senior Manager of Customer Success for AI platform focusing on large strategic accounts. Leading the team to drive retention and growth for valuable customer relationships.
Responsibilities
- Lead, mentor, and scale a high-performing Strategic CS team aligned to retention and expansion goals.
- Own strategies to reduce churn, drive upsell/cross-sell, and maximize lifetime value within $500k–$1.5M ARR accounts.
- Design and execute best practices for onboarding, adoption, engagement, and renewal across complex multi-brand portfolios.
- Build scalable playbooks and leverage platforms (HubSpot, Salesloft, etc.) to improve efficiency and visibility.
- Analyze customer data to proactively identify risk, surface expansion opportunities, and forecast outcomes.
- Partner with Sales, Marketing, and Product to enhance the customer journey and deliver actionable insights.
- Develop programs that turn top customers into advocates, driving referrals, case studies, and testimonials.
- Own forecasting and reporting for retention, expansion, and churn; ensure alignment with company targets.
- Serve as a trusted advisor to C-level stakeholders, strengthening long-term strategic relationships.
Requirements
- 5+ years in Customer Success, Account Management, or Sales with 4+ years leading teams.
- Proven record of managing/expanding large SaaS accounts (>$20–50k ACV; $500k+ ARR portfolios a plus).
- Experience scaling CS/AM teams in a SaaS environment.
- Skilled in contract negotiations, renewals, and expansion strategies.
- Strong analytical and operational skills; highly data-driven. Experienced with HubSpot, Salesloft, and customer engagement platforms.
- Excellent leadership, coaching, and executive communication skills.
- Highly organized with strong time management; able to manage multiple priorities.
Benefits
- Competitive salary & equity package
- Hybrid work (4 days/week in our NYC office)
- Medical, dental, and vision benefits
- 401(k) plan
- Flexible PTO
- Opportunity to build at the ground floor of a fast-growing, mission-driven company
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