Senior Manager, Customer Experience

Goodshuffle

. Lead Customer Success Managers responsible for account adoption, renewal, and expansion.

Posted 11/4/2026full-timeUnited StatesSenior💰 $150,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer success teams focused on account adoption, renewal, and expansion, with a strong emphasis on revenue goals and campaign design. Proficient in utilizing AI tools like Claude for productivity enhancements and analyzing account performance metrics.

Highest-signal resume keywords

Customer Success ManagementRevenue Goal OwnershipCampaign Design and ExecutionPipeline ManagementTeam Leadership and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementRenewal ManagementExpansion Revenue StrategiesPerformance AnalysisForecasting

Soft Skills

CoachingCommunicationTeam Building

Tools & Technologies

ClaudeAI ModelsProductivity Tools

Industry Keywords

Recurring RevenuePayment AdoptionReferral ProgramsSmall Business SoftwareEvents Industry

About the role

Key responsibilities & impact

Lead Customer Success Managers responsible for account adoption, renewal, and expansion.
Own the team's revenue goal.
Own expansion revenue across the CSM book, including pipeline opportunities, weekly pipeline meetings, and quarterly forecasting.
Manage renewals by maintaining an at-risk list, assigning save plans and owners, and holding churn to the quarterly goal.
Design and test expansion, renewal, and referral campaigns using email, in-app messages, texts, calls, and meetings.
Build and maintain productivity tools with Claude or similar AI models.
Run team rituals, coach CSMs using call feedback, and set quarterly goals with the Director of Customer Experience.
Provide proactive campaign stakeholder updates and report campaign learnings.
Analyze account risk, growth sources, and performance measurements.

Requirements

What you’ll need

You've managed a book of recurring-revenue accounts, or the team that does, with a renewal or expansion number attached to it.
You've run a pipeline and the weekly meeting that goes with it, and your forecasts have held up.
You've designed and run a campaign with several touches and a holdout or a variant, and you've read the result.
You've built a working tool with Claude or a similar model that other people then used.
5+ years leading customer success or account management teams, with direct reports whose goals you set and coached them against.
Strong preference for experience with Claude Code.
Strong preference for experience with software for small businesses, or the events industry.
Strong preference for experience with payment adoption or billing conversations with customers.
Strong preference for a call-review or coaching program you set up for a team.
Strong preference for experience with referral programs.
Applicants must not require visa sponsorship; the company is unable to sponsor visas for this role.

Benefits

Comp & perks

Full Health Care (including Dental, Vision, HSA, FSA, LTD, AD&D)
Unlimited PTO
401k (with matching)
Commuter Benefits ($100/mo)
WFH Flexibility (hybrid, 3 days in-office)
Passionate, caring, and enthusiastic coworkers (we've been called one of DC's best places to work!)