Manager of Commercial Customer Success

Position Details

• Lead, coach, and develop a Commercial Customer Success team focused on delivering best-in-class support at scale
• Oversee a shared inbox model to ensure efficient triage, resolution, and customer satisfaction
• Design and implement the Commercial CS engagement program, including lifecycle touchpoints and proactive communications
• Create and manage scalable customer initiatives such as newsletters, office hours, and enablement content
  Serve as an Iterable platform expert and coach team members on best practices and use cases
• Monitor customer health, engagement trends, and feedback to inform program improvements
• Partner closely with the Renewals Manager team to support accurate forecasting and on-time renewals
• Ensure strong renewal readiness through proactive engagement, customer health monitoring, and signal sharing
• Help identify expansion and growth opportunities by surfacing customer needs, usage trends, and success milestones
• Identify, track, and report on metrics that measure customer satisfaction, team effectiveness, and program success
• Partner cross-functionally with Product, Engineering, Marketing, Sales, and Renewals to improve customer outcomes
• Proactively identify opportunities to improve workflows, tooling, and customer-facing processes
  Support hiring, onboarding, performance management, and career development for team members

The Ideal Candidate Will Have

• Bachelor’s degree or equivalent experience
• 4+ years of experience in Customer Success, Support, or a related role within a SaaS environment
• 2+ years of people management or team leadership experience
• Proven ability to deliver excellent customer experiences in scaled or pooled support models
• Experience partnering with Renewals, Sales, or Account Management teams to support retention and growth outcomes
• Strong program-building mindset with the ability to create repeatable, scalable solutions
• Deep familiarity with SaaS platforms and comfort developing subject-matter expertise
• Excellent communication, coaching, and stakeholder management skills
• High empathy for customers and a passion for solving problems
• Ability to thrive in ambiguity and continuously improve processes

Bonus Points

• Experience with email marketing, push, SMS, or marketing automation platforms
• Familiarity with APIs, HTML, CSS, or JavaScript
• Experience running customer programs such as webinars, office hours, or lifecycle communications

Perks & Benefits:

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits
• Complete laptop workstation

The annual cash compensation for this role is $146,500 - $231,500 OTE and includes annual base salary and target variable pay (actual payout is subject to the percentage attainment of specific sales goals). The total compensation package also includes equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.

Recruitment Disclaimer:

Please be aware that Iterable, Inc. (“Iterable”) and our official professional recruiting agencies and platforms do not:

• Send job offers from free email services like Gmail, Yahoo mail, Hotmail, etc.
• Request money, fees, or payment of any kind from prospective candidates to apply to Iterable, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.).
• Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable.

You may see all job vacancies on our official Iterable channels:

• Official Iterable website, Careers page: https://iterable.com/careers/
• Official LinkedIn Jobs page: https://www.linkedin.com/company/iterable/jobs/

Iterable is not affiliated in any way to these impostors and we hereby confirm that such individuals/entities are not authorized, encouraged, or sponsored to act on behalf of Iterable. Such job opportunities are entirely fake and not valid. Therefore, please disregard any written or oral request for a job offer or an interview that you believe is or might be fraudulent or suspicious and immediately reach out to us via email at talent-ops@iterable.com upon receiving a suspicious job offer.

Criminal and/or civil liabilities may arise from such actions, and Iterable expressly reserves the right to take legal action, including criminal action, against such individuals/entities whenever such phenomena occur. In any case, please note that under no circumstances shall Iterable and any of its affiliates be held liable or responsible for any claims, losses, damages, expenses or other inconvenience resulting from or in any way connected to the actions of these impostors.

Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.