Senior Manager, Customer Success - Commonwealth

Role overview

A senior leadership role managing a regional customer success organization that serves public safety agencies across the UK, Canada, and Australia. The position combines people leadership with strategic account ownership across a broad portfolio of connected devices and cloud software, with responsibility for adoption, retention, and expansion outcomes.

Responsibilities

- Lead, coach, and develop a distributed team of customer success managers and executives across multiple Commonwealth territories - Set clear team goals tied to retention, product adoption, customer satisfaction, and feature utilization - Run hiring, onboarding, performance management, and career development for the team - Ensure the team delivers strategic value through roadmaps, executive business reviews, and well-maintained success plans - Drive QBR excellence at scale, including preparation standards, executive readiness, and follow-through - Partner with sales, professional services, support, product, and marketing on renewals, expansions, escalations, and product launches - Maintain customer data and health visibility in standard customer success tooling

Requirements

- 8+ years in customer-facing roles with 3+ years managing a customer success or equivalent team - Track record leading teams serving enterprise and public-sector customers - Experience running QBRs, success planning, and managing executive stakeholders at scale - Familiarity with Salesforce, Gainsight, or similar customer success platforms - Understanding of SaaS, cloud, and connected-device or hardware ecosystems - Strong written and verbal communication with executive presence - Willingness to travel up to roughly 40–50% and work across global time zones

Benefits and work setup

- Remote position based in the UK or Canada with regular travel across Commonwealth regions