Senior Manager, Customer Success
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AI Summary
Who We Are
Titan Cloud is a market-leading provider of Energy Asset Optimization, helping some of the world’s largest convenience stores, fleets, and suppliers reduce compliance risk, lower asset maintenance costs, and increase revenue and fuel yield. We serve as the enterprise software platform and system of record, connecting our clients' fuel, environment, store operations, and maintenance departments. Our customers save millions annually through reduced lost sales, improved customer experiences, fuel loss mitigation, and reduced environmental reserves and fines.
About the Role
Titan Cloud is seeking a strategic, operationally driven, and highly collaborative Senior Manager, Customer Success to help scale and optimize the Customer Success organization in North America during a period of continued growth.
This role is designed for an experienced Customer Success leader who excels at driving operational excellence, improving organizational effectiveness, and developing high-performing teams. The Senior Manager will partner closely with Customer Success leadership and Go-To-Market teams to enhance customer lifecycle processes, improve team performance, and drive scalable customer success strategies across the organization.
The ideal candidate combines strong leadership capabilities, analytical thinking, program management expertise, and a passion for operational maturity. This person thrives in fast-paced SaaS environments and is energized by building structure, improving cross-functional alignment, and enabling Customer Success teams to deliver exceptional outcomes at scale.
This is a highly visible leadership role with significant influence across the Customer Success organization and a clear path toward broader organizational leadership responsibilities.
- Bachelor’s degree
- 8+ years of experience in Customer Success, Customer Success Operations, Revenue Operations, Program Management, or Account Management
- 3+ years of related leadership roles within high-growth SaaS or enterprise technology organizations
- Demonstrated experience leading operational initiatives within Customer Success or customer-facing organizations
- Strong understanding of Customer Success methodologies, customer lifecycle management, retention strategies, and SaaS business models
- Experience developing scalable operational processes, reporting frameworks, KPIs, and organizational workflows
- Experience working with executive leadership and presenting operational recommendations and business insights
- Strong leadership capabilities with experience mentoring, coaching, and influencing cross-functional teams
- Exceptional organizational, analytical, and strategic thinking skills
- Strong communication and stakeholder management capabilities across technical and non-technical audiences
- Highly organized with the ability to manage multiple strategic initiatives simultaneously in a fast-paced environment
- Strong technical aptitude with experience leveraging CRM, Customer Success platforms, reporting tools, and operational systems
- Passion for operational excellence, process optimization, and continuous improvement
- Comfortable navigating ambiguity and helping scale organizational processes within a growing company
- Willingness to travel up to 15%
What You’ll Do
- Lead a team of Customer Success Managers representing the North America Region
- Partner with Customer Success leadership to develop and optimize customer lifecycle programs, engagement models, success methodologies, and operational processes
- Drive strategic initiatives related to customer retention, adoption, health scoring, forecasting accuracy, and customer experience optimization
- Leverage AI to develop better visualizations, playbooks, and raising the bar to how we delight our customers.
- Serve as an escalation point of contact as required.
- Work to maintain key relationships with Top Customers.
- Develop and maintain Customer Success operational metrics, dashboards, reporting frameworks, and business insights to support executive decision-making
- Identify trends, risks, operational gaps, and process improvement opportunities across the customer portfolio and recommend scalable solutions
- Assist to develop voice of customer activities and other CX leadership key initiatives
- Drive enablement initiatives that improve Customer Success Manager effectiveness, productivity, and consistency across the team
- Support organizational planning, territory/account segmentation strategies, capacity planning, and resource optimization efforts
- Help evaluate and optimize Customer Success technologies, workflows, automation opportunities, and operational tooling
LEADERSHIP & TEAM CONTRIBUTIONS
- Act as a senior leader and strategic partner within the Customer Success organization
- Coach and mentor Customer Success Managers and team leads on operational best practices, account planning methodologies, stakeholder management, and organizational processes
- Drive accountability, operational rigor, and continuous improvement across the Customer Success organization
- Partner with leadership to improve organizational maturity, team effectiveness, and scalable execution models
- Support onboarding, training, and enablement programs for Customer Success team members
- Lead cross-functional initiatives that improve collaboration, communication, and customer experience delivery
- Influence organizational strategy through data-driven recommendations, operational insights, and process innovation
- Serve as a change agent within the organization by helping drive adoption of new processes, tools, and operational frameworks
- Remote work environment
- Flexible time off
- End of Year Rest and Recharge
- Eligibility To Participate In Equity For All Initiative
- Medical Insurance (including HSA/FSA accounts)
- Dental Insurance
- Group Term Life Insurance
- Vision Insurance
- Disability Insurance
- Maternity/Paternity Leave
- 401(k)
- Additional & Voluntary Benefits
At Titan Cloud, we are committed to creating a diverse and inclusive workplace where all voices are heard and valued. Even if you don’t meet most of the required qualifications or have transferable skills related to this role, we encourage you to apply—even if you don’t meet all the preferred qualifications. We recognize that a variety of experiences can contribute to success in this position, and we value different perspectives on our team.
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