Strategic Customer Success Manager
New
United States, Eastern, CentralFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Minimum of 5 years
- Required Skills
- Data AnalysisSalesforceAccount ManagementCustomer SuccessSaaS
Requirements
- Minimum of 5 years of experience in customer success, strategic account management, consulting, or a similar client-facing role within a B2B SaaS environment.
- Proven success managing enterprise or strategic accounts with strong results in adoption, retention, renewals, and customer growth.
- Strong executive presence with experience engaging senior stakeholders, including C-level executives and business decision-makers.
- Excellent communication and presentation skills with the ability to deliver strategic recommendations and business insights effectively.
- Analytical mindset with the ability to interpret customer data, identify trends, mitigate risks, and uncover expansion opportunities.
- Experience using customer success and CRM platforms such as Gainsight, Salesforce, ChurnZero, Catalyst, or similar tools.
- Ability to thrive in fast-paced, evolving environments while managing multiple priorities and customer relationships simultaneously.
- Strong collaboration and problem-solving skills with a customer-centric and consultative approach.
- Experience or knowledge related to user research methodologies, UX practices, or product strategy is considered a strong advantage.
- Comfortable working remotely while collaborating across distributed global teams.
Responsibilities
- Build and maintain strong relationships with a portfolio of strategic enterprise customers, acting as a trusted advisor and long-term partner.
- Develop customized success strategies aligned with customer business goals, ensuring measurable value realization and platform adoption.
- Lead impactful business reviews and executive presentations that communicate ROI, customer progress, strategic insights, and future opportunities.
- Drive customer engagement by identifying growth opportunities, recommending tailored use cases, and encouraging deeper platform utilization.
- Collaborate closely with sales, product, marketing, and research teams to deliver a cohesive and high-value customer experience.
- Partner with account executives and account managers to support renewals, retention initiatives, and revenue expansion opportunities.
- Serve as the voice of the customer internally by sharing actionable feedback and advocating for improvements that enhance customer success.
- Proactively identify risks, challenges, or adoption barriers and implement scalable solutions to strengthen customer satisfaction and retention.
- Contribute to customer advocacy initiatives by helping develop success stories, testimonials, and referenceable accounts.
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