Lead Strategic Customer Success at Superhuman

About Superhuman

Superhuman is at the forefront of AI productivity, empowering individuals and organizations to unlock their full potential. Now part of Grammarly, Superhuman integrates AI across millions of applications and websites, offering products like Grammarly's writing assistance, Coda's collaborative workspaces, Mail's inbox management, and Go, the proactive AI assistant. With a mission to eliminate busywork, Superhuman serves over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide. Learn more at superhuman.com and explore our values.

The Opportunity

Superhuman is transforming into a comprehensive AI productivity suite, and this role is central to proving that transformation with our most strategic accounts. You will not just manage accounts, but build and lead a team of Strategic Customer Success Managers (CSMs) who will define consultative, outcomes-driven customer partnerships. This is a ground-floor opportunity to write the playbooks for enterprise success across Mail, Go, Docs, and Agents, establishing the foundation for how Superhuman delivers strategic CS at scale.

Your Mission

• Build and Develop a High-Performing Team: Lead, mentor, and develop a team of Strategic CSMs, setting a high bar for consultative expertise, account health, and measurable outcomes.
• Design the Strategic Success Program: Own the high-touch success program for Superhuman's most strategic accounts, including frameworks, playbooks, and engagement models.
• Cultivate Consultative Partnerships: Coach CSMs to become genuine strategic partners, adept at change management, expectation setting, and helping clients reimagine their workflows with our AI suite.
• Executive Relationship Management: Build and maintain executive relationships at key strategic accounts, acting as the senior escalation point and thought partner.
• Define and Drive Key Metrics: Establish metrics for multi-product adoption, net revenue retention, and health scores, implementing operating cadences and accountability to improve them.
• Product Advocacy: Serve as the voice of strategic customers, synthesizing account-level insights into prioritized feedback for the product roadmap, especially for Agents and Go.
• Cross-Functional Collaboration: Partner with Sales, Solutions Engineering, Product, and Partnerships to ensure a seamless customer experience and remove organizational friction.
• Drive AI Adoption: Champion the adoption of AI tools and workflows within your team to enhance CSM efficiency and focus on high-impact relationship building.
• Experiment and Innovate: Proactively test new models for strategic CS delivery, document best practices, and build a scalable, repeatable motion.

Qualifications

• Proven track record of building and scaling high-performing CS teams from scratch, establishing operating cadences, performance frameworks, and a culture of accountability.
• Deep understanding of consultative customer success, with the ability to coach others in setting expectations, uncovering goals, and driving results in complex environments.
• Experience building teams that engage credibly at the executive level and can navigate significant change management.
• A passion for people development, investing in individual growth, providing direct feedback, and fostering an environment for career best work.
• Ability to operate strategically and executively, designing systems while also being hands-on when necessary.
• A builder's mindset, comfortable creating structure and rigor in a fast-paced, evolving environment.
• Strong AI fluency, with a clear point of view on AI's role in customer relationships and the ability to drive AI-augmented workflow adoption.
• Skill in synthesizing quantitative and qualitative data to inform decisions and product advocacy.

Compensation and Benefits

Superhuman offers competitive pay and a comprehensive benefits package, including:

• Excellent health care (medical, dental, vision, mental health, fertility)
• Disability and life insurance
• 401(k) and RRSP matching
• Paid parental leave
• Generous Paid Time Off: 20 days PTO, 12 holidays, 2 floating holidays, flexible sick time
• Numerous stipends (caregiving, pet care, wellness, home office, etc.)
• Annual professional development budget and opportunities

Note: Compensation is market-based and may vary by location. On-Target Earnings (OTE) include a base salary and a 20% commission component.

Equal Opportunity Employer

Superhuman values diversity and encourages applications from all backgrounds. We are an equal opportunity employer and comply with federal E-Verify (US) and Employment Equity Act (Canada) programs.

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