Senior Manager, Customer Success

This is a Fully Remote Job About Our Client: The organization operates in the health technology sector, offering products that help users understand and improve their health through insights on readiness, activity, and sleep quality. Their global community benefits from wearable devices paired with connected apps, supporting millions in adopting healthier lifestyles. About the Opportunity: The SENIOR MANAGER, CUSTOMER SUCCESS is responsible for leading and expanding a team of Customer Success Managers to enhance customer retention, growth, and operational efficiency. This role combines strategic leadership with hands-on management to improve customer lifecycle processes and serve as a key sponsor for major client accounts, ensuring high customer satisfaction and value. Responsibilities: Lead and mentor a team of senior Customer Success Managers, setting clear goals and development plans. Navigate complex customer environments involving clinical data, participant logistics, and data privacy regulations. Collaborate with Sales, Support, Product, Revenue Operations, and Marketing for seamless post-sale experience. Define and optimize customer journey stages including onboarding, adoption, renewals, and expansion. Implement data-driven monitoring of account health and risk mitigation. Act as executive sponsor for strategic accounts managing escalations and business reviews. Represent the Voice of the Customer internally, providing insights to Product, Engineering, and Marketing. Advocate for product roadmap enhancements to improve feature adoption and satisfaction. Requirements: Over 8 years in Customer Success, Account Management, or Client Services in B2B SaaS, health-tech, life sciences, or hardware. At least 4 years leading teams in complex, cross-functional settings. Knowledge of clinical, academic, or life sciences environments and relevant data privacy regulations. Proven track record in customer retention, account growth, and operational efficiency. Strong leadership and coaching abilities. Excellent communication and cross-functional collaboration skills. Analytical mindset with data-informed decision-making. Adaptability and motivation to build scalable systems. Pay Range and Compensation Package: Region 1 $170,000 - $200,000 Region 2 $154,700 - $182,000 Region 3 $139,400 - $164,000 Pay will be adjusted based on skills, experience, location, and market conditions. Benefits & Perks: Health, dental, and vision insurance Mental health resources Paid time off including 20 days PTO, 13 holidays, 8 wellness days Paid sick leave and parental leave Equity packages and employee discounts Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.