Iterable
Senior Manager, Mid-Market Customer Success New REMOTE - US
Iterable, San Francisco, California, United States, 94199
Senior Manager, Mid-Market Customer Success
REMOTE – US
Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.
Role Overview As the leader of Iterable’s Mid-Market Customer Success team, you will manage a team of Mid-Market (ARR $80k - $250k) Customer Success Managers, ensuring customers are happy and their ROI increases. You will build meaningful relationships with internal stakeholders and customer executive decision makers, keeping customers productive and retained.
Responsibilities
Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
Maintain a trusted advisor relationship with each assigned client
Be on the front lines of solving any issues our customers may face
Build, manage and motivate a highly effective Customer Success team
Manage a small portfolio of customers as an individual contributor in addition to your management responsibilities
Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission
Proactively identify changes we can make to our application to make our customers' lives easier
Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
You’ll have the responsibility of developing a Customer Success strategy which can be scaled for the company’s growth
Responsible for department management including staffing, training, performance management and career development of associates
Create training materials and workshops to facilitate knowledge sharing and best practices
Ideal Candidate
Bachelor’s degree or equivalent experience
5+ years of experience in a B2B customer success role with a fast‑paced SaaS startup
3+ years of team building and management experience
Demonstrated history of hiring and managing phenomenal talent
You are a leader with deep experience in delivering complex solutions at the enterprise level
Demonstrated ability to manage ambiguity and apply problem‑solving skills
Exceptional communication and interpersonal skills
Desire to teach new customers about the platform
Strong ability to understand technical concepts and problem solve
Very strong empathy for the customer and drive to solve the problems they may face
Willingness to travel up to 25% of the time
Bonus Points
Experience with email marketing, push or SMS software
Consulting experience
Paid parental leave
Balance Days (additional paid holidays)
Fertility & Adoption Assistance
Flexible PTO
Monthly Employee Wellness allowance
Monthly Professional Development allowance
Compensation The US base salary range for this position at the start of employment is $124,000 - $180,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job‑related skills, experience, relevant education or training, and internal equity considerations.
Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.
Recruitment Disclaimer Please be aware that Iterable, Inc. (“Iterable”) and our official professional recruiting agencies and platforms do not: - Send job offers from free email services like Gmail, Yahoo mail, Hotmail, etc. - Request money, fees, or payment of any kind from prospective candidates to apply to Iterable, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.). - Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable.
Equal Employment Opportunity Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender‑identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.
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Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.
Role Overview As the leader of Iterable’s Mid-Market Customer Success team, you will manage a team of Mid-Market (ARR $80k - $250k) Customer Success Managers, ensuring customers are happy and their ROI increases. You will build meaningful relationships with internal stakeholders and customer executive decision makers, keeping customers productive and retained.
Responsibilities
Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
Maintain a trusted advisor relationship with each assigned client
Be on the front lines of solving any issues our customers may face
Build, manage and motivate a highly effective Customer Success team
Manage a small portfolio of customers as an individual contributor in addition to your management responsibilities
Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission
Proactively identify changes we can make to our application to make our customers' lives easier
Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
You’ll have the responsibility of developing a Customer Success strategy which can be scaled for the company’s growth
Responsible for department management including staffing, training, performance management and career development of associates
Create training materials and workshops to facilitate knowledge sharing and best practices
Ideal Candidate
Bachelor’s degree or equivalent experience
5+ years of experience in a B2B customer success role with a fast‑paced SaaS startup
3+ years of team building and management experience
Demonstrated history of hiring and managing phenomenal talent
You are a leader with deep experience in delivering complex solutions at the enterprise level
Demonstrated ability to manage ambiguity and apply problem‑solving skills
Exceptional communication and interpersonal skills
Desire to teach new customers about the platform
Strong ability to understand technical concepts and problem solve
Very strong empathy for the customer and drive to solve the problems they may face
Willingness to travel up to 25% of the time
Bonus Points
Experience with email marketing, push or SMS software
Consulting experience
Paid parental leave
Balance Days (additional paid holidays)
Fertility & Adoption Assistance
Flexible PTO
Monthly Employee Wellness allowance
Monthly Professional Development allowance
Compensation The US base salary range for this position at the start of employment is $124,000 - $180,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job‑related skills, experience, relevant education or training, and internal equity considerations.
Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.
Recruitment Disclaimer Please be aware that Iterable, Inc. (“Iterable”) and our official professional recruiting agencies and platforms do not: - Send job offers from free email services like Gmail, Yahoo mail, Hotmail, etc. - Request money, fees, or payment of any kind from prospective candidates to apply to Iterable, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.). - Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable.
Equal Employment Opportunity Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender‑identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.
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