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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 engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 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 values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we 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. Let’s shape the future of customer engagement together!

The Role:

As the leader of Iterable’s Mid Market Customer Success team, you will be responsible for managing a team of Mid-Market ($80k - $250k ARR) Customer Success Managers making sure their customers are both happy and increasing their ROI from using the Iterable product. You will build meaningful relationships with both internal stakeholders and the customer’s executive decision makers.

The role is ideal for an individual with very strong leadership and relationship building skills with the ability to navigate large organizations to identify key areas for retention and growth. Keeping customers happy and productive is core to our mission.

Position Details:

Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
Maintain a trusted advisor relationship with each assigned client
Be on the front lines of solving any issues our customers may face
Build, manage and motivate a highly effective Customer Success team
Manage a small portfolio of customers as an individual contributor in addition to your management responsibilities
Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission
Proactively identify changes we can make to our application to make our customers' lives easier
Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
You'll have the responsibility of developing a Customer Success strategy which can be scaled for the company's growth
Responsible for department management including staffing, training, performance management and career development of associates
Create training materials and workshops to facilitate knowledge sharing and best practices

The Ideal Candidate Will Be/Have:

Bachelor’s degree or equivalent experience
5+ years of experience in a B2B customer success role with a fast-paced SaaS startup
3+ years of team building and management experience
Demonstrated history of hiring and managing phenomenal talent
You are a leader with deep experience in delivering complex solutions at the enterprise level
Demonstrated ability to manage ambiguity and apply problem-solving skills
Exceptional communication and interpersonal skills
Desire to teach new customers about the platform
Strong ability to understand technical concepts and problem solve
Very strong empathy for the customer and drive to solve the problems they may face
Willingness to travel up to 25% of the time

Bonus Points:

Experience with email marketing, push or SMS software
Familiarity with technologies like APIs, HTML, CSS, and Javascript
Consulting experience

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

The US base salary range for this position at the start of employment is $124,000 - $180,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.

Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), 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.

Pre-tax commuter benefits
Complete laptop workstation

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.