Lead Strategic Customer Success Manager
New
MichiganFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- Written communicationVerbal communicationReportingCRMCustomer Success
Requirements
- 7+ years in Customer Success or related client-facing roles.
- Experience managing enterprise accounts with significant contract values.
- Proven ability to influence senior stakeholders.
- Strong understanding of Governance, Risk, and Compliance (GRC).
- Experience in creating success plans and leading business reviews.
- Technical aptitude for product architecture and reporting.
- Ability to navigate complex organizations and manage priorities.
- Proficiency in Microsoft Office 365, CRM tools, and remote meeting software.
- Excellent written and verbal communication skills.
- Proactive ownership mentality with bias toward action.
- Ability to collaborate within a remote team environment.
- Self-starter with a strong initiative and accountability.
Responsibilities
- Own a portfolio of high-value enterprise accounts, focusing on retention and growth.
- Act as a trusted advisor to customer stakeholders at various levels.
- Lead the development of Mutual Success Plans tied to measurable outcomes.
- Conduct regular business reviews and demonstrate ROI.
- Identify and mitigate risks across accounts proactively.
- Collaborate cross-functionally to enhance product offerings and customer experience.
- Participate in renewal strategies and account management initiatives.
- Identify expansion opportunities based on customer insights.
- Serve as an escalation point for critical customer issues.
- Translate product capabilities into business value.
- Leverage customer data to drive insights and proactive outreach.
- Travel to meet priority customers, when needed (approximately 10%).
- Track and report results of customer initiatives.
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