Strategic Customer Success Manager
New
J
JobgetherB2B SaaS AI
Based in the United States, Eastern or Pacific Standard TimeFull-TimeMiddle
Salary$170,000+ OTE
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Job Details
- Required Skills
- Account Management
Requirements
- Demonstrated customer-facing experience in Customer Success Management, Account Management, Technical Account Management, or a similar role, ideally within a B2B SaaS environment.
- Experience managing a strategic or enterprise portfolio of approximately 35 accounts or fewer, covering the customer lifecycle from onboarding through renewal.
- Proven track record of managing customer risk, forecasting renewals, driving retention, and identifying expansion opportunities.
- Strong ability to establish trusted-advisor relationships with senior customer stakeholders and influence adoption through consultative engagement.
- Demonstrated success onboarding new enterprise customers and developing meaningful relationships during the first critical months of the partnership.
- Experience leading structured customer meetings and business reviews with senior stakeholders, with a focus on customer health, measurable outcomes, and future opportunities.
- Strong understanding of customer success principles, including adoption, engagement, value realization, retention, renewal, and expansion.
- Excellent communication and presentation skills, with the ability to clearly articulate business value and ROI to both technical and executive audiences.
- Strong commercial awareness and confidence owning renewal conversations and identifying opportunities for account growth.
- Highly proactive and analytical approach to identifying customer risks, opportunities, and engagement trends.
Responsibilities
- Build and nurture trusted relationships with key customer stakeholders, establishing yourself as a strategic advisor and driving long-term retention and growth.
- Manage a portfolio of up to 35 strategic enterprise accounts throughout the complete customer lifecycle, from onboarding and adoption through renewal and expansion.
- Conduct discovery sessions to understand customer objectives, business challenges, and emerging use cases, translating those insights into actionable success strategies.
- Advise customers on practical ways to incorporate AI-powered video into their enterprise workflows and business processes.
- Ensure customers realize measurable value from their investment by defining success outcomes and consistently communicating ROI and business impact.
- Lead Quarterly Business Reviews with senior stakeholders, presenting clear insights, outcomes, account health indicators, and recommendations for continued success.
- Own commercial conversations and coordinate all aspects of the customer renewal process, including forecasting and risk management.
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