Senior Customer Success Manager, Strategic Accounts
New
United StatesFull-TimeSenior
Salary78,000 - 110,000 USD per year
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Job Details
- Languages
- Fluency in English required; Spanish fluency is strongly preferred.
- Experience
- 5–7 years
- Required Skills
- Project ManagementData AnalysisCRMCustomer SuccessSaaS
Requirements
- 5–7 years of experience in Customer Success, Strategic Account Management, Consulting, or similar client-facing roles within SaaS or EdTech environments.
- Proven success managing complex enterprise accounts with strong outcomes in retention, adoption, and revenue expansion.
- Experience working with workforce development programs, education partners, or public-sector organizations is strongly preferred.
- Strong business acumen with the ability to align customer goals to measurable outcomes and strategic solutions.
- Data-driven mindset with experience using analytics to guide account strategy and customer engagement.
- Excellent communication and relationship-building skills, with the ability to influence executive-level stakeholders.
- Strong project management, organizational, and problem-solving abilities in a fast-paced environment.
- Experience collaborating cross-functionally with Sales, Product, Operations, Marketing, and Support teams.
- Proficiency with CRM tools, reporting systems, and collaboration platforms such as Google Workspace and Slack.
- Fluency in English required; Spanish fluency is strongly preferred.
- Ability to manage customer escalations with professionalism, diplomacy, and composure.
- Willingness to travel occasionally (approximately 8–10 travel days per year).
Responsibilities
- Own and manage a portfolio of strategic enterprise accounts, driving success across onboarding, adoption, engagement, retention, and renewal.
- Serve as a trusted advisor to senior stakeholders, delivering business reviews, success plans, and strategic guidance aligned with customer workforce development goals.
- Lead complex onboarding and implementation processes, ensuring strong early adoption and measurable learner outcomes.
- Analyze customer data, engagement metrics, and usage trends to proactively identify risks, expansion opportunities, and success strategies.
- Act as the primary escalation point for key accounts, ensuring timely resolution of issues and maintaining high levels of customer satisfaction.
- Drive platform adoption through training, enablement, and best-practice guidance tailored to customer needs.
- Partner closely with Sales, Product, Operations, Marketing, and Data teams to support customer strategy, renewals, and expansion opportunities.
- Maintain accurate account documentation, health tracking, and renewal forecasting using CRM and customer success tools.
- Support customer advocacy initiatives, including case studies, testimonials, and referral opportunities.
- Contribute to continuous improvement of customer success processes and playbooks.
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