Strategic Customer Success Manager
New
Remote / Austin, TX / Grand Rapids, MI, US time zonesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- SalesforceAccount ManagementData analyticsCustomer SuccessSaaS
Requirements
- 7+ years of experience in customer success or account management.
- Demonstrated experience owning strategic or enterprise accounts.
- Proven track record of identifying and closing expansion opportunities.
- Experience managing the full renewal cycle, pricing, and forecasting.
- Ability to build executive-level relationships and lead business reviews.
- Strong commercial acumen.
- Proficiency with CSPs and CRMs such as Gainsight or Salesforce.
- Ability to leverage customer data for ROI narratives.
- SaaS experience required.
- Willingness to travel up to 25%.
Responsibilities
- Proactively identify, develop, and close upsell and cross-sell opportunities.
- Execute win/win renewal negotiations, maximizing contract value.
- Manage renewal forecasting and pipeline health.
- Navigate competitive displacement scenarios and build value narratives.
- Own and manage a portfolio of enterprise and mid-market customers.
- Design and execute structured onboarding plans.
- Build multi-threaded relationships with executive and C-suite stakeholders.
- Lead executive business reviews connecting value to customer strategy.
- Monitor account health and mitigate retention risk.
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