Customer Success - United States - Strategic

7+ years of Customer Success, Strategic Account Management, or Enterprise Customer/Partner-facing roles in a SaaS or technology business, with at least 3-5 years in a senior/strategic role. Demonstrated technical acumen and product fluency. Proven track record managing and growing a portfolio of high-value enterprise customers. Strong business acumen, including ability to craft account strategies and build ROI-based value cases. Excellent interpersonal and executive communication skills. Demonstrated operational discipline in tracking customer health metrics and forecasting outcomes. Experience collaborating cross-functionally with product, engineering, sales, operations, and marketing. Strategic mindset with a bias for action. Desire and ability to be a product champion. Data-driven orientation, fluent in metrics, dashboards, and analytics.

Own a portfolio of key accounts and build deep executive-level relationships. Develop and execute account growth strategies, identifying expansion and cross-sell opportunities. Partner with internal stakeholders (Sales, Engineering, Growth, RevOps) to align customer journey. Monitor and optimize customer health across adoption, usage, ROI, and retention metrics. Serve as a key contributor to the CS playbook, influencing processes and best-practices. Represent the customer voice and performance insights in senior leadership forums. Evangelize product and vision internally and externally.