Strategic Customer Success Manager

About the role

Superhuman is building an AI‑powered productivity suite and needs a leader to shape its Strategic Customer Success function. As the Manager of Strategic Customer Success you will create and lead a high‑performing team that drives outcomes for the company’s most important enterprise accounts.

Key responsibilities

• Recruit, coach, and develop a team of Strategic Customer Success Managers.
• Design and own a high‑touch success program, including frameworks, playbooks, and engagement models for multi‑product strategic accounts.
• Partner with customers as a consultative advisor, guiding change management and multi‑product adoption.
• Maintain executive relationships, act as escalation point, and ensure alignment on expectations.
• Define and track metrics such as product adoption, net revenue retention, and health scores, establishing cadence and accountability.
• Represent strategic customers internally, translating account insights into product feedback.

Required profile

• Proven experience building and leading Customer Success teams serving enterprise or strategic accounts.
• Deep understanding of consultative, outcomes‑driven customer partnership models.
• Track record of creating playbooks and frameworks that scale success across multiple SaaS products.
• Strong ability to influence senior stakeholders and manage escalations.
• Experience defining and improving key success metrics such as adoption and retention.

Required skills

What we offer

• Hybrid work model with remote flexibility and periodic in‑person collaboration weeks.
• Opportunity to shape the customer success function of a fast‑growing AI productivity platform.
• Competitive compensation and benefits package.