Senior Customer Success Manager
United States
Customer Success – Customer Success Management /
Full-time /
Hybrid
First of all - Thank You!
This probably isn’t the first job description you’ve read today. Maybe this is one of over 100 you reviewed this week. So, before we go any further, we want to stop and say thank you for considering this role. We know you have options and we’d like you to consider adding us to that list.
About Leadr:
Leadr coaches managers to be effective leaders through hands-on training and software. Through live manager training and a coaching platform, managers will have the tools they need to lead winning teams.
Effective Leaders.
Healthy Teams.
Increased Results.
If this mission matters to you, we'd love to meet you!
What Makes This Job Meaningful?
The workplace has changed. Today's employees seek more than just pay or title; they seek careers where they can learn, grow, be challenged, and valued for the ideas they bring to the table. Unfortunately, most organizations lack the tools and structure needed to create this kind of coaching and development culture across every team and every manager. Instead, their development efforts are buried in disconnected systems or compliance-based HR software. When you join Leadr, you’ll be helping us to solve this incredibly complex, yet worthwhile, puzzle of one to one people development at scale within organizations.
Imagine the impact: with a centralized employee development center, you'll empower managers, enhance workplaces, and boost engagement across organizations. Because your efforts have created a ripple effect of positive change throughout the organization, employees actually want to come to work on a Monday morning. All because you joined us in our mission of creating 1M Leadrs.
Your Role:
Success in this role will correlate directly to your ability to drive value to our customers via adoption of Leadr’s tools that leads to healthier, more engaged teams and more effective managers.
Responsibilities:
- Serve as the strategic advisor for a mid-market portfolio, delivering high-touch customer engagement while driving business outcomes and long-term value realization
- Lead executive-level Quarterly Business Reviews (QBRs) and strategic planning sessions to align product value with customer business objectives
- Develop and execute account strategies leveraging usage data, industry trends, and customer insights to drive expansion opportunities
- Create and implement customer success playbooks and best practices that can be leveraged across the broader CS organization
- Proactively monitor product usage, health scores, and key performance indicators to identify risks and opportunities
- Drive renewal and expansion strategies through value demonstration, ROI analysis, and executive relationship building
- Lead cross-functional initiatives with Product, Sales, and Engineering teams to advocate for customer needs and drive product adoption
- Develop comprehensive account plans including success metrics, stakeholder mapping, and expansion strategies
- Stay ahead of industry trends and competitive landscape to provide strategic recommendations to clients
- Occasional travel required, up to 10 times per year
You Will Crush This Role If You Have:
- 1-2 years of experience in customer success, account management, or related roles, preferably in a digital or SaaS company.
- Bilingual in spanish strongly preferred
- Strong interpersonal and communication skills, with the ability to effectively engage with clients at all levels of an organization.
- Demonstrated problem-solving abilities and a proactive mindset.
- Ability to multitask and prioritize in a fast-paced environment.
- Experience with data analytics or project management is a plus.
- Technical aptitude and proficiency with digital tools and platforms.
- Passion for delivering exceptional customer experiences and driving customer success.
- Strong executive presence and communication skills
- Proven track record of managing and growing accounts
- Experience leading QBRs and executive-level presentations
- Strong understanding of SaaS metrics (NRR, GRR, CAC, LTV, etc.)
- Demonstrated ability to develop and execute strategic account plans
- Experience with value-based selling and ROI analysis
- Track record of successful renewal and expansion strategies
- Experience with CRM software (e.g., Salesforce), Product analytics tools (e.g Pendo), customer support tools (e.g., Helpscount), and GSuite.
Benefits of Joining Our Team
- Hybrid work schedule (with exceptions of some travel)
- AWARD-WINNING CULTURE: At Leadr, we’re proud to foster a workplace where people thrive. We've been recognized as one of The Dallas Morning News Best Places to Work every year from 2022 to 2024, earning the prestigious Best at Values award. We ranked #12 on Will Reed’s Top 100 Workplaces and #8 on LinkedIn’s Top Startups—because we believe people deserve to be led and developed, not just managed.
- An opportunity to work in a Tech start-up with unlimited growth potential.
- We offer PTO, Paid Holidays, Flex Holidays, etc.
- Medical insurance offered (health, dental, vision, life)
- We are committed to developing you as a leader and providing career growth throughout your employment with us.
- We promise to care for you as a person, and have meaningful conversations with you so you have the clarity and support you need to do your best work!
Leadr is an Equal Opportunity Employer. Our goal is that everyone, regardless of their culture, background, and perspective, has the opportunity to love Mondays as much as Fridays. Thank you again for your time and interest!
