As the Manager of Customer Success for Strategic New Verticals, you'll lead a team to drive customer engagement and success in non-traditional e-commerce sectors, focusing on enhancing customer experiences and achieving revenue goals.
Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.
Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers.
With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups, Forbes’ Cloud 100 (five years running!), and Inc.’s Best Workplaces.
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
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.
For US based applicants:
- The standard base salary range for this position is $145,000 - $155,000 annually + commission+ equity +benefits
- Our salary ranges are determined by role, level and location
#LI-AL1
Attentive Company Values
Default to Action - Move swiftly and with purpose
Be One Unstoppable Team - Rally as each other’s champions
Champion the Customer - Our success is defined by our customers' success
Act Like an Owner - Take responsibility for Attentive’s success
Learn more about AWAKE, Attentive’s collective of employee resource groups.
If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.
At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.
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