Senior Manager Strategic Customer Success

About Superhuman

Superhuman is an AI productivity platform on a mission to unlock the superhuman potential in everyone. Our suite of apps and agents integrates with over 1 million applications and websites, bringing AI wherever people work. Our products include Grammarly's writing assistance, Coda's collaborative workspaces, Mail's inbox management, and Go, the proactive AI assistant. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters.

The Opportunity

Superhuman is evolving into a full AI productivity suite, and our most strategic accounts are key to proving this transformation. As the leader of this team, your mission is to build and lead a team of Strategic Customer Success Managers (CSMs) who will set the standard for consultative, outcomes-driven customer partnerships at Superhuman. This role is for a builder who will define the playbooks for enterprise success across our suite of products, creating the foundation for how Superhuman delivers strategic customer success at scale.

Key Responsibilities

• Build, lead, and develop a team of Strategic CSMs, setting a high bar for consultative depth, account health, and measurable outcomes.
• Design and own the high-touch success program for Superhuman's most strategic accounts, including frameworks, playbooks, and engagement models.
• Coach CSMs to become genuine consultative partners, adept at navigating change management and helping customers rethink their workflows across multiple products.
• Build and maintain executive relationships at key strategic accounts, serving as an escalation point and senior thought partner.
• Define key metrics for multi-product adoption, net revenue retention, and health scores, and establish operating cadences to track and improve them.
• Act as the primary voice for strategic customer needs, synthesizing account-level insights to inform the product roadmap.
• Partner cross-functionally with Sales, Solutions Engineering, Product, and Partnerships to ensure a unified customer experience and remove organizational friction.
• Drive adoption of AI tools and workflows within the team to improve efficiency and focus on high-impact customer engagement.
• Experiment with new models for strategic customer success delivery, documenting successes, and building toward a scalable motion.

Requirements

• Proven track record of building and scaling high-performing CS teams from scratch, establishing operating cadences, performance frameworks, and a culture of accountability.
• Deep understanding of consultative customer success and the ability to coach others in setting accurate expectations, uncovering customer goals, and driving results.
• Experience building teams that serve as credible, strategic partners at the executive level.
• A strong ability to develop people intentionally, providing direct feedback and fostering growth.
• A builder's mindset, capable of creating structure and rigor in a fast-moving environment.
• Deep fluency with AI, including its application in work and a clear point of view on augmenting customer relationships.
• Ability to synthesize quantitative and qualitative data into clear, actionable insights and product advocacy.

What We Offer

• Competitive pay and a comprehensive benefits package.
• Excellent health care, including medical, dental, vision, mental health, and fertility benefits.
• Disability and life insurance options.
• 401(k) and RRSP matching.
• Paid parental leave.
• Generous paid time off, including vacation, holidays, and sick time.
• Stipends for caregiving, pet care, wellness, home office, and more.
• Annual professional development budget and opportunities.

Superhuman is an equal opportunity employer that values diversity. We encourage candidates from all backgrounds to apply.