Senior Manager, Mid-Market Customer Success

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!

The Role:

As the leader of Iterable’s Mid Market Customer Success team, you will be responsible for managing a team of Mid-Market ($80k - $250k ARR) Customer Success Managers making sure their customers are both happy and increasing their ROI from using the Iterable product. You will build meaningful relationships with both internal stakeholders and the customer’s executive decision makers.

The role is ideal for an individual with very strong leadership and relationship building skills with the ability to navigate large organizations to identify key areas for retention and growth. Keeping customers happy and productive is core to our mission.

Position Details:

• Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
• Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Maintain a trusted advisor relationship with each assigned client
• Be on the front lines of solving any issues our customers may face
• Build, manage and motivate a highly effective Customer Success team
• Manage a small portfolio of customers as an individual contributor in addition to your management responsibilities
• Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission
• Proactively identify changes we can make to our application to make our customers' lives easier
• Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
• You'll have the responsibility of developing a Customer Success strategy which can be scaled for the company's growth
• Responsible for department management including staffing, training, performance management and career development of associates
• Create training materials and workshops to facilitate knowledge sharing and best practices

The Ideal Candidate Will Be/Have:

• Bachelor’s degree or equivalent experience
• 5+ years of experience in a B2B customer success role with a fast-paced SaaS startup
• 3+ years of team building and management experience
• Demonstrated history of hiring and managing phenomenal talent
• You are a leader with deep experience in delivering complex solutions at the enterprise level
• Demonstrated ability to manage ambiguity and apply problem-solving skills
• Exceptional communication and interpersonal skills
• Desire to teach new customers about the platform
• Strong ability to understand technical concepts and problem solve
• Very strong empathy for the customer and drive to solve the problems they may fac