Senior Manager, Customer Success – Commonwealth

Responsibilities

We are representing a confidential public-safety technology organization in their search for a Senior Manager, Customer Success - Commonwealth. This is a remote role for candidates based in the UK or Canada, with travel expectations of up to 40% across Commonwealth territories.

In this role, you will lead a distributed team of Customer Success Managers and Executives who serve large public-sector agencies. You'll be responsible for:

• Managing, mentoring, and developing a team of CSMs across UK, Canada, and Australia
• Setting clear performance goals aligned to retention, adoption, NPS, and product utilization metrics
• Running hiring, onboarding, performance management, and career development processes
• Ensuring your team acts as strategic partners to customers through value roadmaps, executive business reviews, and connecting product usage to agency outcomes
• Maintaining QBR excellence at scale - setting standards, ensuring preparation, and driving follow-through
• Supporting major account strategy and managing complex customer escalations
• Partnering with Sales on account transitions, renewal readiness, and expansion opportunities
• Collaborating with Professional Services on implementations and customer projects
• Working with Support on escalations, case trends, and incident communication
• Coordinating with Product teams on adoption across a multi-product ecosystem including hardware and cloud software
• Maintaining CRM hygiene and customer health visibility in Salesforce and Gainsight

What We're Looking For

Our client seeks a seasoned customer success leader with:

• 8+ years in customer-facing roles with 3+ years managing a Customer Success team or equivalent
• Proven success leading teams serving enterprise and public-sector customers
• Track record driving retention, adoption, and satisfaction metrics through team leadership
• Experience with QBRs, success planning, and executive stakeholder management at scale
• Ability to coach others across the full CS spectrum: onboarding, adoption, escalation coordination, renewal readiness, and expansion identification
• Strong cross-functional partnership skills with Sales, Professional Services, Support, and Product teams
• Familiarity with Salesforce, Gainsight, and customer success platforms
• Understanding of SaaS, cloud, and connected-device ecosystems
• Excellent written and verbal communication with executive presence
• Willingness to travel extensively and work across global time zones
• Degree or equivalent professional experience

Bonus qualifications:

• Public safety, justice, or corrections sector experience
• Experience with comparable technology platforms

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening to understand your background and career goals. If there's a strong match, we'll submit your candidacy to our client for consideration. Please do not contact the client organization directly - all communication and coordination will flow through Get A Job.ai to ensure a professional and organized process.

Pay

Compensation details will be discussed during the screening process and are competitive for this senior leadership role in the customer success field.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and will work to ensure a fair and accessible recruitment process.