Every is hiring a Sr. Manager, High Touch Customer Success to lead the function serving our upper Mid Market and lower Enterprise customers. You’ll oversee a team of CSMs, manage the current Manager of High Touch CS, and own the strategy and execution to refine how we deliver consistent, high-quality experiences.
What You'll Do
- Lead the High Touch Customer Success function, overseeing a talented team of CSMs and managing the current Manager of High Touch CS.
- Refine how we deliver consistent, high-quality experiences across onboarding, adoption, and long-term success.
- Drive process improvements, particularly post-onboarding, to ensure customers realize full value.
- Work closely with Product, Sales, and Customer Education as a key product advocate to champion improvements for the High Touch customer base.
- Proactively identify opportunities to strengthen how we serve customers, bringing structure, clarity, and scalability to team operations.
- Use data to guide decisions and improve performance, measuring what matters for the team and customers.
- Partner effectively with Sales, Product, Engineering, and Operations to align on customer needs and deliver solutions.
- Help define resourcing and headcount planning for the team.
What We're Looking For
- Proven track record of successfully growing, leading, and developing high-performing Customer Success Teams in a SaaS environment.
- Ability to give clear, actionable feedback and build a culture where the team can grow and succeed.
- Ability to balance big-picture strategy with hands-on execution, driving process improvements and frameworks that deliver measurable results.
- Excel at quickly learning and navigating robust, complex products to design programs that improve the customer journey at scale.
- Partner effectively with Sales, Product, Engineering, and Operations to align on customer needs and deliver solutions.
- Use data to guide decisions and improve performance.
- Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences.
- Clear communication skills, able to ask clarifying questions with precision and distill complex concepts into simple themes.
- Great listener, acting as an advocate for the Customer Success Team and the voice of the customer to internal stakeholders.
- Problem solver who thrives at solving complex challenges with innovative, scalable solutions.
- Detail oriented and take pride in internal operations.
- Love to coach and see teaching moments as opportunities to help teams grow.
- Energized by diving into the product alongside your team, learning deeply, and modeling expected engagement.
Team & Environment
You will lead the High Touch CS function, overseeing a team of CSMs and managing the current Manager of High Touch CS. You’ll work alongside Strategic, Startup, Support, Contract Management, and Professional Service leaders, reporting to the Head of Dedicated Customer Success.
Benefits & Compensation
- 10-year exercise window for stock options.
- Unlimited PTO with four weeks recommended per year.
- Twelve weeks of fully paid family leave in the US.
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
- Extended health benefits for you and your dependents.
- Generous equipment, software, and office furniture budget.
Every provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
