Senior Manager, Customer Success - Commonwealth

Role overview

A senior people-leader role responsible for a distributed Customer Success team that supports large public-safety and government agencies across the UK, Canada, and Australia. The position blends team management with strategic account ownership, ensuring that customers extract measurable value from a broad portfolio of hardware, software, and cloud products. It is a remote role based in the UK or Canada with significant travel across Commonwealth regions.

Responsibilities

- Manage, coach, and develop a team of Customer Success Managers and Customer Success Executives spread across multiple countries and time zones - Set team goals tied to retention, adoption, customer satisfaction, and product utilisation, and run hiring, onboarding, and performance management - Ensure the team operates as a strategic partner to customers through value roadmaps, executive business reviews, and success plans with clear goals, risks, and owners - Lead quarterly business review excellence at scale, including standards, preparation, and follow-through, and step in on complex escalations - Partner with Sales on renewals and expansion, with Professional Services on implementations, and with Support on escalations and incident communication - Coordinate with Product, Product Success, and Marketing to drive adoption across the full ecosystem and maintain customer health visibility in CRM and success tools

Requirements

- At least 8 years in customer-facing roles, with 3 or more years managing a Customer Success or equivalent team - Demonstrated success leading teams serving enterprise and public-sector customers - Strong track record improving retention, adoption, and satisfaction through a team rather than individual contribution - Experience running executive business reviews, success planning, and stakeholder management at scale - Familiarity with CRM and customer success platforms such as Salesforce and Gainsight, and with SaaS, cloud, and connected-device ecosystems - Willingness to travel up to around 40 to 50 percent and work flexibly across global time zones

Nice to have

- Background adapting playbooks for public-sector procurement processes and varied regional operating contexts

Benefits and work setup

- Remote role based in the UK or Canada with extensive regional travel to customer sites and team hubs