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Posted 3 months ago
Requirements and responsibilities
About the RoleWe are seeking a driven, entrepreneurial leader to join our Customer Success (CS) organization as a Manager of our Strategic New Verticals CS Team. In this role, you will manage and support a team of individual contributors as they expand their books of business and refine their CS skills.You will work directly with your team of Customer Success Managers (varying levels of seniority) on a daily basis to act as strategic thought partners for customers across non-traditional e-commerce verticals, including but not limited to food & beverage, professional sports, travel and hospitality, entertainment, and other emerging use cases, helping them deliver against their email and SMS marketing goals.What You’ll AccomplishEstablish, nurture, and lead a high-impact CS team that operates with urgency, accountability, and delivers measurable results for our Strategic New Verticals customer baseExecute a proactive CSM motion including Account Prioritization, regular Quarterly Business Reviews, Annual Planning, and Success Plans with a focus on driving NDRServe as a cross-functional owner for your team’s book of business, working closely with key cross-functional teams to align on priorities and outcomesPartner with Sales to drive product expansion by creating value-driven, data-backed business cases that influence with customers to invest more in the partnership/programAnalyze customer data, vertical-specific trends, and use cases to inform strategic decisions and continuously improve the customer experienceDrive the adoption of performance marketing and lifecycle best practices while adapting strategies to fit diverse New Verticals business modelsOwn renewal outcomes including pricing, packaging, value-selling, and commercial negotiationActively support members of the Strategic CS team by providing feedback on calls and written communication, participating in executive-level customer conversations, and addressing real-time needs and escalationsIdentify friction points, process gaps, and operational blockers across teams and proactively drive solutions to move the business forwardCollaborate on strategies for team growth and development, emphasizing skill enhancement, performance improvement, and alignment with Attentive’s broader business objectivesYour ExpertiseMinimum of 2 years of people management experience in a high-growth SaaS organization5–10 years of combined experience in sales, customer success, or account management, ideally supporting complex or emerging customer segmentsProven ability to operate as a cross-functional leader, influencing teams across Sales, Product, Technical/Engineering, and Professional Services without direct authorityStrong entrepreneurial mindset – energized by building and refining processes, removing ambiguity, and driving initiatives from idea to executionSkilled at creating clear, compelling business cases that align customer outcomes with company objectivesPersonable and enthusiastic about coaching and developing employees internally while building trusted relationships with customer stakeholdersComfortable receiving feedback and committed to continuous learning and improvementHighly organized, detail-oriented, and data-driven, with strong execution disciplineExperience recruiting, developing, and managing high-performing teamsYou'll get competitive perks and benefitsYou'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.For US based applicants:The standard base salary range for this position is $145,000 - $155,000 annually + commission+ equity +benefitsOur salary ranges are determined by role, level and location#LI-AL1Attentive Company ValuesDefault to Action - Move swiftly and with purposeBe One Unstoppable Team - Rally as each other’s championsChampion the Customer - Our success is defined by our customers' successAct Like an Owner - Take responsibility for Attentive’s successLearn more about AWAKE, Attentive’s collective of employee resource groups.If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.
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