Strategic Customer Success Manager
New
J
JobgetherSaaS
Based in United StatesFull-TimeSenior
SalaryCompetitive base salary.
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Job Details
- Experience
- 5+ years of experience in Customer Success Management, including 3+ years supporting Enterprise customers.
- Required Skills
- SalesforceStakeholder managementSaaSRelationship management
Requirements
- 5+ years of experience in Customer Success Management.
- 3+ years of experience supporting Enterprise customers in a Customer Success role, ideally managing accounts with $1M+ ARR and complex books of business.
- Demonstrated ability to operate as a trusted advisor to senior and executive leaders, navigate ambiguity, and influence outcomes without direct authority.
- Experience managing demanding, multinational customers and complex stakeholder environments.
- Strong strategic thinking with a demonstrated ability to drive customer adoption, retention, value realization, and expansion.
- Self-motivated, proactive, customer-focused approach with strong ownership of account outcomes.
- Experience using Gainsight and Salesforce is required.
- Outstanding verbal and written communication skills, with strong listening and relationship-building abilities.
- Strong executive presence and the ability to communicate effectively and influence decision-making across organizational levels.
- Ability to collaborate effectively with sales, software development, product management, implementation, support, and other cross-functional teams.
- Strong organizational skills and the ability to manage multiple strategic priorities simultaneously.
- Experience in SaaS environments and with complex enterprise customer relationships.
Responsibilities
- Own and execute short- and long-term success strategies for strategic accounts, including stakeholder mapping, success planning, adoption initiatives, and long-term value realization.
- Build trusted, consultative relationships with strategic customers and serve as a consistent senior-level point of contact.
- Act as the voice of the customer internally, bringing customer insights into product roadmap discussions, go-to-market strategy, readiness initiatives, and broader business planning.
- Lead cross-functional account discussions and execution, coordinating teams across Implementation, Customer Support, Product, Sales, Marketing, and executive stakeholders.
- Evaluate customer health and risk, proactively identifying challenges and developing strategies that support retention and continued value.
- Maintain regular customer touchpoints and engagement routines.
- Lead effective business reviews that demonstrate realized customer value, communicate recommendations, and introduce relevant capabilities and opportunities.
- Consult with customers to identify appropriate data automation solutions and support configurations for complex or matrixed organizations.
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