Senior Manager of Success Architects

Responsibilities

• Lead a team of Customer Success Architects & Managers focused on customer adoption, account health, customer satisfaction, and advocacy.
• Ensure delivery of the Success package entitlements and increase value by driving usage and consumption
• Coach team members through regular feedback, development support, and career growth conversations to strengthen knowledge, communication, and execution.
• Partner with the Sr Director of Customer Experience APJ and Sales stakeholders to define team goals, clarify responsibilities, and align priorities with company direction.
• Manage resource assignments, staffing levels, and hiring activity to support team coverage and customer needs.
• Develop senior-level relationships with customers and support the team in building trusted advisor partnerships.
• Collaborate with Sales, Product Management, Engineering, Professional Services, Renewals and other internal teams to create a consistent customer experience.
• Support customers during escalations by working with other leaders to coordinate clear, effective responses.
• Improve the processes and tools used by the team and oversee initiatives tied to objectives and key results.

Languages