Sr. Manager Customer & Sales Success

Job Summary:

The Senior Manager, Customer Service & Sales Success is a strategic leadership role responsible for driving customer satisfaction, strengthening client relationships, and aligning customer success and sales operations to support sustainable growth. This position provides leadership across customer-facing functions, with a focus on operational excellence, customer retention, process improvement, and cross-functional collaboration. The ideal candidate is a results-driven leader who can develop high-performing teams, enhance the customer experience, and implement scalable strategies that support Tribute's long-term business objectives.

Job Description:

Senior Manager, Customer & Commercial Success 

Tribute, Inc. | Remote — United States | Base salary: $110,000–$120,000 

Why Join Tribute? 

Work directly with the CEO to build the function and shape the customer experience at a small, scaling company. You’ll have meaningful influence over customer success and revenue growth, with room to bring your ideas to life and grow your leadership. Enjoy remote-work flexibility and the opportunity to build toward broader leadership responsibility as the business grows. 

Reports to: CEO 
Travel: Occasional travel, up to 10% 

Role Overview 

As Senior Manager, Customer & Commercial Success, you’ll lead customer success, implementation, support, renewals, growth within existing accounts, and assigned sales and revenue priorities during a significant growth phase. Reporting directly to the CEO, you’ll build the processes and systems to retain more customers, grow recurring revenue, make implementation more consistent, and deliver a connected customer experience from implementation through renewal. 

You’ll partner with the existing Sales team to win new customers. Full Sales leadership is outside the Senior Manager scope and would be assumed only upon promotion to Director, under the conditions outlined in Career Growth. 

Key Responsibilities 

Customer and Revenue Leadership 

• Lead customer success, implementation, support, renewals, growth within existing accounts, and assigned sales and revenue priorities, partnering with Sales on opportunities to win new customers. 

• Turn company objectives into practical customer and revenue plans, regular planning and review routines, and measurable outcomes. 

• Partner with Product, Engineering, Sales, and Finance to address customer needs and support sustainable growth. 

Customer Success and Retention 

• Create repeatable customer success guides, key performance indicator (KPI) dashboards, measures of customer health, and customer engagement processes. 

• Build a proactive approach to customer engagement that identifies renewal risks, product adoption needs, and opportunities to grow existing accounts. 

• Achieve and maintain customer retention of 90% or higher for managed accounts. 

Revenue Growth and Sales Execution 

• Own renewals, sales of additional products and services, upgrades, and account growth after the initial sale. 

• Support selected opportunities to win new customers by providing customer insights, references, and guidance on how solutions meet customer needs, with clear handoffs to and from Sales. 

• Work with Sales to track revenue opportunities, forecast recurring revenue and growth within existing accounts, maintain customer relationship management (CRM) records, and establish clear handoffs. 

• Identify opportunities to provide professional services, improve the use of available service capacity, and increase customer value. 

Team Leadership and Development 

• Lead and develop a high-performing Customer Success team as responsibilities transition in phases. 

• Clarify roles, who makes decisions, and accountability; provide coaching and individual development plans. 

• Foster a collaborative, accountable, and customer-centered culture suited to a small, scaling organization. 

Operational Excellence 

• Create consistent processes across implementation, support, customer success, and account management. 

• Use CRM, customer-success, and analytics tools to improve systems, reporting, visibility into performance, and decision-making. 

• Use customer feedback and performance data to drive continuous improvement. 

What You’ll Accomplish in Your First 12–18 Months 

• Establish KPIs and regular reporting for customer health, retention, renewals, growth within existing accounts, and implementation. 

• Deliver core customer success guides, a KPI dashboard, and a documented implementation process. 

• Meet agreed targets for customer retention and growth within existing accounts, establish reliable revenue forecasts, and define clear handoffs from Sales to Implementation to Customer Success. 

• Establish team accountability and complete planned changes to reporting relationships as the organization scales. 

• Demonstrate readiness for broader leadership responsibilities, including eventual Sales leadership, through measurable results in customer success, revenue growth, operations, and team leadership. 

Experience and Qualifications 

Required Qualifications 

• Bachelor’s degree or equivalent relevant experience. 

• 7+ years of progressive experience in customer success, account management, implementation, or sales leadership. 

• Proven success, improving retention, recurring revenue, customer experience, and team performance. 

• Experience building customer-success processes, dashboards, and working practices that can grow with the business. 

• Strong knowledge of software business models, recurring-revenue measures, managing customer relationships from implementation through renewal, and carrying out sales and revenue plans. 

• Ability and willingness to use AI and mentor the usage of AI amongst your direct reports, in order to increase the efficiency and professionalism of your outputs. 

• Strong people leadership, communication, prioritization, and cross-functional collaboration skills. 

• Ability to work hands-on in a small, scaling company while building for growth. 

• Microsoft 365 suite (Outlook, Excel, Word, PowerPoint) 

Preferred Qualifications 

• Experience in business-to-business (B2B) SaaS or software. 

• Experience with enterprise resource planning (ERP), distribution, or manufacturing software. 

• Advanced degree. 

• Asana 

• PhaseWare 

• HubSpot 

• Power BI 

• Workday 

Location and Travel 

This role is remote within Ohio, and accommodation to EST time zone is required. Employee must be eligible to be employed in the United States.  Occasional travel, up to 10%, is required for customer visits, team meetings, or company events. 

Compensation and Benefits 

Base salary: $110,000–$120,000, plus participation in the CSI Bonus plan. No commission applies to this role. 

Benefits include comprehensive health, dental, and vision coverage, and 401(k). 

Career Growth 

This role may progress to Director within approximately 12–18 months, with full Sales leadership becoming part of the role only upon promotion. Progression depends on sustained performance, business growth, expanded team leadership, successful ownership of customer and revenue results, demonstrated readiness to lead Sales, and organizational need. 

Progression is not guaranteed and is subject to a formal role, performance, and compensation review. 

Worker Type:

Regular

Number of Openings Available:    

1