Superhuman is hiring a Senior Manager of Strategic Customer Success, and this is not a typical customer success leadership role. The company, which now encompasses Grammarly, Coda, and its AI productivity suite, is building the playbook for enterprise customer success from scratch. The person stepping into this position will shape how Superhuman serves its most valuable accounts.
This role is fully remote. It carries serious strategic weight inside a company that is rapidly evolving into a full AI productivity platform.
Understanding What This Role Actually Requires
The job description is direct: this is not a role for someone who inherits a mature process and refines it. Superhuman needs someone who builds programs, sets standards, and develops a team of Strategic CSMs simultaneously. That combination demands a rare blend of leadership, commercial instincts, and technical fluency.
The company serves over 40 million users and 50,000 organizations. Strategic accounts at this scale involve complex stakeholders, high renewal stakes, and deeply consultative relationships.
Technical Skills You Need
AI and Productivity Platform Fluency
Superhuman's product suite includes AI-powered tools like Mail, Go, Docs, and Agents. A Senior Manager in this role must understand how these tools integrate with over one million applications. You do not need to be an engineer, but you must speak intelligently about AI-driven workflows and automation.
Customers at the strategic tier will ask hard product questions. Your team needs a leader who can model the right answers.
Customer Success Platforms and Data Tools
Proficiency with tools like Gainsight, Salesforce, or ChurnZero is essential. These platforms track account health, usage trends, and renewal risk. Without fluency here, building scalable success programs becomes nearly impossible.
You should also be comfortable working with data dashboards. Understanding adoption metrics and identifying churn signals early is core to this work.
Enterprise SaaS Knowledge
Understanding how enterprise software gets purchased, deployed, and renewed is non-negotiable. This includes familiarity with:
- Enterprise procurement and renewal cycles
- SaaS metrics like Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
- Integration frameworks and API-level product discussions
- Multi-stakeholder account mapping and executive engagement strategies
Soft Skills That Matter Here
Consultative Leadership
Superhuman explicitly calls out "consultative depth" as a bar to set and maintain. This means modeling for your team how to engage enterprise customers as a strategic advisor, not just an account manager. You frame conversations around business outcomes, not product features.
That skill has to be lived and coached, not just discussed in team meetings.
Team Development and Coaching
Building a team of Strategic CSMs from the ground up requires strong coaching instincts. You will hire, onboard, and develop people who are themselves senior individual contributors. That demands confidence in giving direct feedback and a structured approach to career development.
Managers who struggle with accountability inside high-performing teams will find this role difficult.
Cross-Functional Influence
Customer success at this level does not operate in isolation. You will work alongside product, sales, marketing, and executive leadership to translate customer patterns into company decisions. Influencing without authority is a skill you will use every week.
Strong written and verbal communication across all these functions is critical.
Comfort With Ambiguity
The playbooks for Mail, Go, Docs, and Agents are still being written, according to the job description. Candidates who need defined processes and clear precedent before acting will struggle here. Superhuman needs a leader who creates structure inside uncertainty.
That means prioritizing fast, building iteratively, and sharing learnings across the organization.
Experience Required for This Role
Years and Depth of Experience
Candidates should expect that Superhuman is looking for at least 7 to 10 years of total experience in customer success, account management, or a closely related field. A minimum of 3 to 5 years in a management capacity is likely required, specifically leading teams that handle enterprise or strategic accounts.
Experience managing CSMs who each carry large, complex portfolios carries more weight than managing high-volume, low-touch accounts.
Enterprise Customer-Facing Experience
Prior direct experience owning or overseeing Fortune 500 or large enterprise relationships is a strong differentiator. Superhuman's strategic accounts involve 50,000-plus organizations, many with sophisticated procurement and IT structures.
You should be able to speak credibly about navigating executive relationships, running business reviews, and managing at-risk renewals.
Program Building Experience
Superhuman is specifically looking for someone who has built customer success programs, not just run them. If your background includes creating onboarding frameworks, health scoring models, or escalation playbooks from scratch, that is directly relevant experience to highlight.
Candidates who have only optimized inherited programs may face a tougher evaluation.
Experience in AI or Productivity SaaS
Prior work at companies building AI tools, collaboration platforms, or productivity software gives candidates a meaningful edge. Understanding the specific adoption challenges in this category, particularly around user behavior change, is a real advantage in this role.
Companies like Notion, Asana, Slack, or similar SaaS organizations are natural background fits.
How to Build These Skills
Develop Your AI Product Literacy
Start using AI productivity tools regularly. Explore how tools like Superhuman Mail, Grammarly, or Coda fit into daily workflows. Read product release notes, follow AI SaaS blogs, and pay attention to how companies position AI to enterprise buyers.
The goal is not to become a developer. The goal is to engage customers with credibility and confidence about AI-driven outcomes.
Pursue Formal Customer Success Credentials
Organizations like the Customer Success Association and platforms like SuccessHACKER offer structured training. Certifications in customer success management, particularly those focused on enterprise and strategic accounts, sharpen both your language and your frameworks.
These credentials also signal intentional professional development to hiring managers.
Take On Program-Building Projects Now
If you are currently in a CS leadership role, volunteer to own a program-building initiative. Propose building a new health scoring model, redesigning your team's QBR format, or creating an expansion playbook. Doing this work now gives you concrete stories to tell in interviews at companies like Superhuman.
Hiring managers at this level want to hear specifics, not general leadership philosophy.
Strengthen Your Data and Analytics Skills
Practice interpreting customer health dashboards and pulling insights from tools like Salesforce, Tableau, or Looker. Take free courses on data analysis through platforms like Coursera or LinkedIn Learning. The ability to connect usage data to customer business outcomes sets strong CS leaders apart.
Build a Cross-Functional Track Record
Seek out opportunities to collaborate formally with product and sales teams. Volunteer to run voice-of-customer sessions that feed product roadmap conversations. Build relationships with counterparts in adjacent functions. That cross-functional fluency is something you demonstrate through history, not just intention.
Superhuman operates at the intersection of product evolution and customer retention. Leaders who thrive here move fluidly between both worlds.
Apply for This Role
The Senior Manager Strategic Customer Success position at Superhuman is a remote role open to candidates ready to build something significant inside a fast-moving AI productivity company. If your background spans enterprise CS leadership, program development, and team building, this opportunity deserves a close look. Apply here through RemoteOK to submit your application directly.
