Senior Manager, Customer Success - Global

About the Team

The Customer Success team at Seven Rooms is the heartbeat of our customers. We’re a diverse, global group of empathetic relationship builders, curious thinkers, strategic problem-solvers, and passionate collaborators. Our mission is to help hospitality operators succeed by driving adoption and value through a deep understanding of our product, data, and our customers’ business goals. We are customer-obsessed and thrive on turning challenges into long-term success.

In this role, you’ll be responsible for managing Managers and their respective teams, working with the Global CS leadership team to set a vision and strategy to ensure our clients achieve success with the Seven Rooms platform. You’ll be responsible for overseeing strategic initiatives that drive adoption, retention, and long-term customer value across our VSB, SMB and Enterprise segments. You’ll help scale a customer-first culture that delivers outstanding service and measurable impact for hospitality operators around the world.

• Team Leadership & Development. Mentor, inspire, and grow a high-performing team by setting clear performance and growth objectives and providing ongoing coaching and support.
• Customer Retention & Engagement. Drive user adoption and retention by developing best practices and strategic engagement initiatives, and by collaborating cross-functionally to enhance the customer experience.
• Capacity & Resource Planning. Monitor incoming revenue and customer volume to ensure balanced workload distribution and appropriate resourcing across the Global CSM teams.
• Cross-Functional Collaboration. Partner with Product, Sales, Marketing, Onboarding, and CS Strategy & Operations to enhance customer health scoring, implement proactive lifecycle strategies, and improve overall product adoption.
• Churn Risk Management. Track customer engagement through data tools (e.g., Looker, Totango) to identify and mitigate churn risks through timely, data-driven interventions.
• Product Advocacy. Maintain deep product knowledge to ensure CSMs can guide customers to the most relevant features and functionalities, while capturing product feedback through our Product Ambassador Program.
• Executive Leadership. Demonstrate accountability by taking responsibility for decisions and global results, both good and bad. With a focus on how we can incrementally improve over time.

• You’ve spent 7+ years managing and developing people (both individual contributors and people managers), and you lead through accountability, coaching, and continuous learning.
• You’re analytical and strategic, with a track record of using data to identify insights and drive customer growth.
• You’re comfortable using tools like Salesforce, Gainsight, Totango, Looker, or other customer success platforms to track performance and manage relationships.
• You have 5+ years experience in Customer Success, Account Management, or a related customer-facing role at a SaaS company, ideally in a fast-paced, high-growth environment and across different segments (VSB, SMB and Enterprise).

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We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

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