Strategic Customer Success Manager - AI Marketing Platform

United StatesFull-TimeManager

Salary90000 - 115000 USD per year

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Job Details

5+ years of experience in Customer Success, Account Management, or similar client-facing roles in SaaS or technology environments
Experience managing enterprise, multi-location, or complex customer portfolios
Strong ability to build relationships and influence stakeholders at all organizational levels
Proven track record of driving product adoption, retention, and customer growth
Excellent communication, presentation, and interpersonal skills
Strong analytical skills with the ability to interpret customer data and translate insights into action
Experience working with Customer Success platforms such as Gainsight, Salesforce, or similar tools
Highly organized, proactive, and capable of managing multiple priorities in a fast-paced environment
Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent experience)

Serve as the primary relationship owner for strategic enterprise customers, ensuring satisfaction, retention, and long-term success
Build trusted advisory relationships with key stakeholders and proactively understand their business goals and challenges
Drive product adoption by guiding customers through onboarding, training, and ongoing platform enablement
Monitor customer usage and engagement data to identify risks, opportunities, and areas for expansion
Lead regular business reviews (quarterly and annual) to demonstrate value, track progress, and align on strategic goals
Identify and drive upsell and expansion opportunities in collaboration with sales teams
Act as the escalation point for customer issues and ensure timely resolution across internal teams
Collaborate cross-functionally with Product, Sales, Marketing, and Support to improve customer experience and product outcomes

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