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Roles
Compensation
Competitive pay with base pay varying by location; market-based compensation. Expected On-Target Earnings (OTE) varies; commission portion is 20% of OTE. Benefits include excellent health care (medical, dental, vision, mental health, fertility), disability and life insurance, 401(k) and RRSP matching, paid parental leave, 20 days paid time off per year, 12 paid holidays per year, two floating holidays per year, flexible sick time, generous stipends (caregiving, pet care, wellness, home office, etc.), and annual professional development budget.
- Salary period
- unclear
- Location basis
- Market-based approach; base pay may vary by location and proximity to hub locations (US zone system) and Canada locations are considered “Zone 1”. Commission is 20% of On-Target Earnings (OTE).
Benefits
- Excellent health care (medical, dental, vision, mental health, fertility benefits)
- Disability and life insurance options
- 401(k) and RRSP matching
- Paid parental leave
- 20 days of paid time off per year
- 12 days of paid holidays per year
- Two floating holidays per year
- Flexible sick time
- Generous stipends (caregiving, pet care, wellness, home office, and more)
- Annual professional development budget and opportunities
Tech stack
Required
Location
Remote
Work setup
- Employment
- full-time
- Level
- Senior
- Remote policy
- Remote role; Superhuman offers a dynamic hybrid model. Candidates can be based remotely. Expected to travel to meet in person during scheduled team collaboration weeks; managers determine in-person time based on business needs.
- Remote scope
- hybrid
- Travel
- Expected to travel to meet in person during the team’s scheduled collaboration weeks; in-person time determined by managers based on business needs.
Role details
Responsibilities
- Build, lead, and develop a team of Strategic CSMs.
- Design and own the high-touch success program for Superhuman's most strategic accounts, including frameworks, playbooks, and engagement models.
- Develop CSMs into consultative partners: coaching on change management, setting accurate expectations, and helping customers rethink how they work across a multi-product suite.
- Build and maintain executive relationships at key strategic accounts; serve as the escalation point and senior thought partner.
- Define metrics across multi-product adoption, net revenue retention, and health scores; build operating cadence and accountability frameworks.
- Be the primary voice for what strategic customers need from the product by synthesizing account-level insights into prioritized feedback that shapes the roadmap, particularly for Agents and Go.
- Partner cross-functionally with Sales, Solutions Engineering, Product, and Partnerships to ensure a unified customer experience from pre-sale through expansion.
- Drive adoption of AI tools and workflows across the team.
- Experiment deliberately: test new models for strategic CS delivery, document what works, and build toward a repeatable motion that can scale beyond the strategic tier.
Requirements
- Track record of building and scaling high-performing CS teams from scratch.
- Creating clear operating cadences, performance frameworks, and a culture of accountability.
- Know what great consultative customer success looks like and can develop that capability in others.
- Coaching CSMs to set accurate expectations, uncover customer goals, and drive results.
- Built teams that show up as credible, strategic partners at the executive level.
- Coach CSMs to earn that trust and navigate change management complexity.
- Develop people intentionally: invest in each CSM's growth, give direct feedback, and create conditions for best work.
- Operate in both modes: visionary and executional.
- Builder's mindset: create structure and rigor in a fast-moving environment without inheriting a mature operation.
- Deeply AI-fluent: uses AI in own work, has a clear point of view on where AI should augment vs step back in the customer relationship, and can drive adoption of AI-augmented workflows.
- Can synthesize quantitative and qualitative signals (adoption metrics and health scores to account-level feedback) and convert them into clear, timely product advocacy and decisions.
Application
Apply with the word EDUCATED and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==).
- Portfolio
- not required
- GitHub
- not required
- Cover letter
- unclear
- Apply flow
- ats
Company context
Unlock the superhuman potential in everyone; eliminate busywork and focus on what matters.
- Product
- AI productivity platform suite (apps and agents) including Grammarly, Coda, Mail, and Go
- Industry
- unclear
- HQ
- unclear
Description
Superhuman offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will determine in-person time according to business needs. About Superhuman Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Coda’s collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. The Opportunity Superhuman is evolving from a beloved single product into a full AI productivity suite, and our most strategic accounts are where that transformation gets proven out. As the leader of this team, your mission isn't to manage accounts; it's to build and lead a team of Strategic CSMs who do, and to set the standard for consultative, outcomes-driven customer partnership. In this role, you will: Build, lead, and develop a team of Strategic CSMs. Design and own the high-touch success program for Superhuman's most strategic accounts: frameworks, playbooks, and engagement models. Develop CSMs into consultative partners: coaching them on change management, setting accurate expectations, and helping customers rethink how they work across a multi-product suite. Build and maintain executive relationships at key strategic accounts; serve as the escalation point and senior thought partner. Define metrics across multi-product adoption, net revenue retention, and health scores; build operating cadence and accountability frameworks. Be the primary voice for what strategic customers need from the product by synthesizing account-level insights into prioritized feedback that shapes Superhuman's roadmap, particularly for Agents and Go. Partner cross-functionally with Sales, Solutions Engineering, Product, and Partnerships to ensure a unified customer experience and remove organizational friction. Drive adoption of AI tools and workflows across your team. Experiment deliberately: test new models for how strategic CS is delivered, document what works, and build toward a repeatable motion that can scale beyond the strategic tier. Qualifications Track record of building and scaling high-performing CS teams from scratch. Knows what great consultative customer success looks like and can coach CSMs. Has built executive-level credibility and can coach through change management complexity. Develops people intentionally (direct feedback, growth investment). Operates in both visionary and executional modes. Builder's mindset: creates structure and rigor in a fast-moving environment. Deeply AI-fluent: uses AI in own work; clear point of view on augment vs step back; drive AI-augmented workflow adoption. Can synthesize quantitative and qualitative signals (adoption metrics, health scores, account feedback) into decisions and product advocacy. Compensation and Benefits Superhuman offers competitive pay plus benefits including excellent health care, disability and life insurance, 401(k) and RRSP matching, paid parental leave, 20 days paid time off, paid holidays, flexible sick time, generous stipends (caregiving, pet care, wellness, home office, etc.), and an annual professional development budget and opportunities. Please mention the word EDUCATED and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely.
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