Attentive

Manager, Customer Success - New Verticals

Job Description

About the Role
We are seeking a driven, entrepreneurial leader to join our Customer Success (CS) organization as a Manager of our Strategic New Verticals CS Team. In this role, you will manage and support a team of individual contributors as they expand their books of business and refine their CS skills.

You will work directly with your team of Customer Success Managers (varying levels of seniority) on a daily basis to act as strategic thought partners for customers across non-traditional e-commerce verticals, including but not limited to food & beverage, professional sports, travel and hospitality, entertainment, and other emerging use cases, helping them deliver against their email and SMS marketing goals.


What You’ll Accomplish
  • Establish, nurture, and lead a high-impact CS team that operates with urgency, accountability, and delivers measurable results for our Strategic New Verticals customer base
  • Execute a proactive CSM motion including Account Prioritization, regular Quarterly Business Reviews, Annual Planning, and Success Plans with a focus on driving NDR
  • Serve as a cross-functional owner for your team’s book of business, working closely with key cross-functional teams to align on priorities and outcomes
  • Partner with Sales to drive product expansion by creating value-driven, data-backed business cases that influence with customers to invest more in the partnership/program
  • Analyze customer data, vertical-specific trends, and use cases to inform strategic decisions and continuously improve the customer experience
  • Drive the adoption of performance marketing and lifecycle best practices while adapting strategies to fit diverse New Verticals business models
  • Own renewal outcomes including pricing, packaging, value-selling, and commercial negotiation
  • Actively support members of the Strategic CS team by providing feedback on calls and written communication, participating in executive-level customer conversations, and addressing real-time needs and escalations
  • Identify friction points, process gaps, and operational blockers across teams and proactively drive solutions to move the business forward
  • Collaborate on strategies for team growth and development, emphasizing skill enhancement, performance improvement, and alignment with Attentive’s broader business objectives


    • Your Expertise
  • Minimum of 2 years of people management experience in a high-growth SaaS organization
  • 5–10 years of combined experience in sales, customer success, or account management, ideally supporting complex or emerging customer segments
  • Proven ability to operate as a cross-functional leader, influencing teams across Sales, Product, Technical/Engineering, and Professional Services without direct authority
  • Strong entrepreneurial mindset – energized by building and refining processes, removing ambiguity, and driving initiatives from idea to execution
  • Skilled at creating clear, compelling business cases that align customer outcomes with company objectives
  • Personable and enthusiastic about coaching and developing employees internally while building trusted relationships with customer stakeholders
  • Comfortable receiving feedback and committed to continuous learning and improvement
  • Highly organized, detail-oriented, and data-driven, with strong execution discipline
  • Experience recruiting, developing, and managing high-performing teams


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