Sr. Manager of Customer Success

About This Role

We’re seeking an experienced and dynamic Sr. Manager of Customer Success to lead our global Customer Success Management (CSM) team. This individual will be responsible for ensuring customer retention, driving adoption and value realization, and overseeing commercial renewals across a diverse portfolio of customers spanning industries and sizes.

The ideal candidate is both a strategic leader and hands-on operator — someone who thrives in a fast-paced SaaS environment, builds strong relationships, develops high-performing teams, and acts as a catalyst for positive change.

Come Work for Monetate

At Monetate, we’re shaping the future of digital experiences. As the leading personalization platform, we empower global brands to deliver tailored interactions that drive loyalty and growth. We offer 1:1 personalization at scale, leveraging real-time behavioral and contextual data across web, mobile, email, and in-store channels. Join our fully remote, global team of innovative professionals and help us redefine personalization and experimentation. Visit www.monetate.com to learn more.

What You’ll Do

• Lead, coach, and develop a high-performing team of Customer Success Managers focused on retention, renewals, and customer value.
• Own the customer lifecycle post-sale — ensuring customers achieve desired outcomes, adopt the platform successfully, and realize measurable business value.
• Drive renewal execution and negotiation strategies, ensuring alignment with commercial goals and customer satisfaction.
• Partner cross-functionally with Sales, Product, Marketing, and Support to deliver a seamless and impactful customer experience.
• Forecast retention performance and renewal pipeline with accuracy and discipline.
• Identify process inefficiencies and implement scalable solutions to improve team effectiveness and customer experience.
• Act as a voice of the customer internally — influencing product roadmap, service delivery, and strategic initiatives.
• Foster a culture of accountability, collaboration, and continuous improvement across the team.
• Champion operational excellence through strong attention to detail, disciplined forecasting, and data-driven decision-making.

What You’ll Need

Experience

• 8+ years of experience in Customer Success, Account Management, or related roles within SaaS, including 5+ years managing teams.
• Experience working in a remote environment and leading remote teams.

Knowledge/Skills/Abilities

• Proven track record of driving renewals and retention across mid-market and enterprise customer segments.
• Demonstrated success in commercial negotiation and managing complex customer relationships.
• Strong leadership skills with the ability to inspire, coach, and develop distributed teams.
• Exceptional communication and presentation skills — able to engage confidently with both executives and practitioners.
• Skilled at identifying problems, building alignment, and implementing effective, scalable solutions.
• Strong operational rigor and comfort with forecasting, process design, and performance metrics.
• Strategic mindset with the ability to balance customer advocacy and business outcomes.

Monetate Perks

• Flexible schedule, time away programs, and paid company holidays.
• Customized training and development plans to help you achieve your career goals.
• Generous health, wellness, and benefit programs, including 401(k) match and pet insurance.
• Opportunity for impact, career growth, and intellectual stimulation.
• Passionate, high-achieving teammates excited to help you succeed and learn.
• Company events and Employee Resource Groups.

Why Monetate?

• Opportunity to work with a global leader in personalization, collaborating with innovative professionals.
• Access to customized training resources to enhance your expertise in customer success, personalization and experimentation.
• Be part of a high-impact Customer Success organization driving transformation and growth.
• Work with passionate colleagues committed to customer outcomes and innovation.
• Help shape the future of how brands create personalized, meaningful customer experiences.
• Fully remote culture with flexibility and autonomy.

For more information about Monetate, visit www.monetate.com.

Monetate, Inc. is an equal opportunity company. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Join us to create meaningful digital experiences and drive lasting customer success!