Senior Manager, Customer Success Management

Build Your Career at Canto – Where Innovation Meets Impact 

At Canto, we’re not just transforming digital asset management—we’re creating a workplace where talented individuals can thrive. As a leader in DAM, we empower businesses to organize, manage, and distribute their digital assets seamlessly. With 4,000+ customers worldwide, our success is driven by passionate people who bring creativity, collaboration, and innovation to everything they do.

Joining Canto means becoming part of a dynamic team where your contributions truly matter.

We foster a culture of continuous learning, open communication, and hands-on impact. Here, you'll have the opportunity to take on exciting challenges, develop your skills, and grow alongside a company that’s making waves in the industry. We believe in supporting our team members, valuing fresh ideas, and celebrating every success together.

If you're looking for a career where you can make a difference, expand your expertise, and be part of a global community, Canto is the place for you. We’re growing fast and looking for driven individuals who are ready to shape the future with us. Come build something great at Canto!

Role: Senior Manager, Customer Success

Location: US - Remote 

Company Overview

Canto is reshaping the digital asset management (DAM) landscape. Our platform offers a singular source for brands to organize, access, and share digital assets, amplifying content value, accelerating production, and ensuring brand consistency. With an emphasis on efficiency and collaboration, we provide data-driven insights and harness AI to help companies not just manage but maximize their digital content. At Canto, we’re more than a DAM solution; we’re a catalyst for brand evolution. Join our mission to transform the DAM category and empower brands to extract unparalleled value from their digital assets.

Job Overview

The Senior Manager, Customer Success will lead Canto’s global CS organization, a multi-tiered team of CSMs and people managers across NAM and EMEA, focused on driving product adoption and measurable customer value from post-implementation through renewal. This role directly owns GRR and NRR outcomes by connecting customer health, adoption, and value realization to retention results. As a key cross-functional partner to Account Management, Implementation, Product, and Revenue Operations, this leader will build the scalable processes, playbooks, and tiered engagement strategies needed to support Canto’s continued growth.

What You’ll Be Doing

• Lead and develop a Global CS Organization – Recruit, mentor, and manage a multi-layered team across NAM and EMEA. Foster a high-performance culture with meaningful visibility into customer-level execution; support Associate Managers’ development into full Manager roles.
• Own GRR and NRR Outcomes – Define and track KPIs, including product adoption rates, time-to-value, customer health scores, and NPS; regularly present insights to senior leadership.
• Drive Product Adoption and Customer Value – Develop and execute strategies to ensure customers achieve critical adoption milestones and realize measurable business value post-onboarding.
• Build Scalable CS Processes – Implement tiered engagement frameworks, playbooks, and health scoring to efficiently support a growing customer base—high-touch programs for enterprise and a digital-first motion for lower-ACV segments.
• Champion AI-Powered Customer Success – Drive adoption of AI and agentic AI capabilities across the CS org, including intelligent automation in platforms like ChurnZero and enterprise tools like Claude, to improve CSM efficiency and proactive engagement at scale.
• Partner Cross-Functionally – Align closely with Account Management, Implementation, Support, Product, RevOps, and Customer Marketing to ensure a seamless customer journey and shared accountability for retention and expansion goals.
• Champion Customer Advocacy – Serve as the voice of the customer internally, channeling actionable feedback to Product and Marketing to improve experience and functionality.
• Manage Escalations – Oversee adoption-related escalations and drive timely resolution in collaboration with cross-functional stakeholders.

Qualifications & Experience

Required:

• 7+ years in customer success, account management, or related post-sales roles in a B2B SaaS environment.
• 4+ years managing a CS or post-sales team with demonstrated experience building and scaling high-performing teams.
• 1+ years managing people managers or actively developing senior ICs toward management roles.
• Proven track record co