Senior Manager Strategic Customer Success

Superhuman, part of Grammarly, is an AI productivity platform that offers a suite of apps and agents to enhance work efficiency through AI integration. The company aims to unlock superhuman potential in everyone and is evolving into a full AI productivity suite.

Location: Remote

Responsibilities

• Build, lead, and develop a team of Strategic Customer Success Managers (CSMs).
• Design and own the high-touch success program for strategic accounts, including frameworks, playbooks, and engagement models.
• Develop CSMs into genuine consultative partners through coaching.
• Build and maintain executive relationships at key accounts.
• Define and track metrics related to multi-product adoption, net revenue retention, and health scores.
• Represent customer needs to shape product roadmap, especially for Agents and Go.
• Partner with Sales, Solutions Engineering, Product, and Partnerships to ensure a unified customer experience.
• Drive adoption of AI tools and workflows within the team.
• Experiment with new models for delivering strategic customer success.

Requirements

• Experience building and scaling high-performing CS teams from scratch.
• Deep understanding of great consultative customer success and ability to develop it in others.
• Proven ability to build relationships at the executive level and manage change.

Benefits

• Competitive pay and benefits package.
• Health care including medical, dental, vision, mental health, and fertility benefits.
• Disability and life insurance options.
• 401(k) and RRSP matching.
• Paid parental leave.
• Paid time off, holidays, floating holidays, and sick time.
• Stipends for caregiving, pet care, wellness, home office, etc.
• Annual professional development budget.

Additional Information

• Candidates can be based remotely with potential travel for in-person meetings.
• The role involves building and defining new success playbooks and models, as the company is still developing its approach to enterprise success.
• Compensation varies by location, with details available on the company's website.