Manager, Commercial Customer Success

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin SeatGeek Priceline Calm and Box create dynamic individualized experiences at scale. Our platform empowers organizations to activate customer data design seamless cross-channel interactions and optimize engagementall with enterprise-grade security and compliance. Today nearly 1200 brands across 50 countries rely on Iterable to drive growth deepen customer relationships and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core valuesTrust Growth Mindset Balance and Humilityto life. We foster a culture of innovation collaboration and inclusion where ideas are valued and individuals are empowered to do their best work. Thats why weve been recognized as one of Incs Best Workplaces and Fastest Growing Companies and were recognized on Forbes list of Americas Best Startup Employers in 2022. Notably Iterable has also been listed on Wealthfronts Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presenceincluding offices in San Francisco New York Denver London and Lisbon plus remote employees worldwidewe are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Lets shape the future of customer engagement together!

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

• Bachelors 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 $146500 - $231500 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 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: LinkedIn Jobs page: 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 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 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.

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: LinkedIn Jobs page: 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 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 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.