Strategic Customer Success Manager
New
Based in the United StatesFull-TimeSenior
Salary$65,200–$149,360 USD
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Job Details
- Experience
- 5+ years of experience
- Required Skills
- Account ManagementCustomer SuccessSaaS
Requirements
- 5+ years of experience in Customer Success, Account Management, or similar SaaS roles.
- Proven success managing strategic enterprise accounts with global or multi-region complexity.
- Strong understanding of enterprise IT environments, ideally including Apple ecosystems, MDM, or endpoint management solutions.
- Experience working with technical stakeholders and translating business objectives into scalable solution strategies.
- Demonstrated ability to drive adoption, retention, and expansion in a subscription-based SaaS model.
- Excellent communication and executive presence, with the ability to influence senior leaders and cross-functional teams.
- Strong analytical skills to interpret customer health metrics, usage data, and business outcomes.
- Ability to work independently while managing multiple high-value accounts in parallel.
Responsibilities
- Own and grow a strategic portfolio of high-touch enterprise accounts, ensuring customers achieve measurable business outcomes through adoption, expansion, and long-term engagement.
- Serve as the primary strategic partner for executive stakeholders, aligning on goals, KPIs, and success criteria across complex enterprise environments.
- Drive customer success planning, including onboarding, adoption strategies, value realization frameworks, and ongoing optimization of product usage.
- Lead executive business reviews and strategic sessions to track progress, identify risks, and uncover expansion opportunities.
- Act as the internal voice of the customer, advocating across product, engineering, and operations teams to influence roadmap and improvements.
- Build and maintain strong multi-threaded relationships across customer organizations, including Centers of Excellence and key decision-making groups.
- Monitor customer health, proactively identify churn risks, and execute mitigation strategies to ensure retention and growth.
- Partner with sales teams to identify upsell and cross-sell opportunities aligned with customer needs and business value.
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