Senior Manager, Customer Value Consulting

What You'll Own

• Lead and develop a team of Customer Value Consultants to deliver measurable customer outcomes, retention, and growth.
• Build scalable customer success practices, playbooks, and operating rhythms that improve consistency and effectiveness across the portfolio.
• Drive value realization through outcome-based success plans, adoption milestones, and executive engagement strategies.
• Identify renewal risks early and guide recovery plans that improve customer health and reduce preventable churn.
• Partner across Sales, Renewals, Services, Product, Education, Support, and Operations to create a coordinated customer experience.
• Coach the team to identify expansion opportunities based on demonstrated value, customer maturity, and evolving business needs.
• Use portfolio data, forecasting, and customer insight to prioritize resources and influence strategic decisions.

Challenges You'll Help Solve

• Convert technology adoption into measurable business outcomes and credible executive value narratives.
• Create consistent customer success practices across regions, segments, and delivery models.
• Surface and address customer risk early enough to protect renewals and trusted relationships.
• Balance retention priorities and customer growth opportunities across a diverse portfolio.
• Align internal teams and partner organizations around shared customer outcomes and clear accountability.

Required Skills

• People leadership and coaching: Demonstrated ability to build, develop, and lead customer-facing teams that achieve customer and business outcomes.
• Customer success strategy: Experience building and executing programs that improve adoption, value realization, retention, and customer health.
• Executive stakeholder engagement: Proven ability to establish credibility and lead outcome-focused conversations with VP and C-level stakeholders.
• Value realization and ROI storytelling: Ability to translate adoption and usage insight into measurable outcomes and compelling value narratives.
• Retention and risk management: Experience identifying customer risk, creating mitigation plans, and leading complex recovery efforts.
• Commercial acumen: Understanding of recurring-revenue models, renewal drivers, expansion signals, NRR, and GRR.
• Cross-functional leadership: Ability to align Sales, Services, Product, Support, Renewals, and partners without direct authority.
• Data-driven decision-making: Experience using health indicators, adoption metrics, forecasts, and operational data to direct action.

Preferred Skills

• Experience in software testing, quality assurance, or related software delivery disciplines.
• Experience supporting strategic enterprise customers in a SaaS environment.
• Experience leading teams across multiple countries or regions.
• Familiarity with executive business reviews, customer success planning, and value realization methodologies.
• Experience with partner-led or co-sell customer engagement models.

Global Sanctions Compliance

We comply with all applicable global sanctions and export control laws. Candidates must not be listed on any government restricted party lists (including OFAC SDN List and U.S. Commerce Department restricted lists) and must certify that their employment would not violate any sanctions or export control regulations. Candidates must notify us of any changes to their status during the application process or subsequent employment.

U.S. Work Authorization

This role is not eligible for employer-sponsored work visas. Applicants must be authorized to work in the U.S. without current or future sponsorship.