Iterable · 18 hours ago
Manager, Commercial Customer Success
Austin, TX
Contract
Onsite
Mid, Senior Level
$146K/yr - $232K/yr
4+ years expIterable is the leading AI-powered customer engagement platform that helps brands create dynamic, individualized experiences at scale. The Manager of Commercial Customer Success will lead and develop a team focused on delivering best-in-class support, overseeing customer engagement initiatives, and ensuring customer satisfaction through effective program management.
Artificial Intelligence (AI)MarketingMobile AppsSaaSSoftware
Responsibilities
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
Qualification
Required
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
Preferred
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
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
Company
Iterable
Iterable is an AI-powered communication platform that improves customer retention with its marketing.
501-1000 employees
H1B Sponsorship
Iterable has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
2024 (7)
2023 (12)
2022 (21)
2021 (7)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$342.2MKey Investors
Viking Global InvestorsIndex VenturesCRV
2021-06-15Series E· $200M
2019-12-10Series D· $60M
2019-03-20Series C· $50M
Leadership Team
Sam Allen
Chief Executive Officer
Jeffrey Samuels
Advisor
Recent News
2025-12-09
Destination CRM
2025-11-21
Company data provided by crunchbase