Strategic Customer Success Manager

Job Description

Become a trusted advisor as a Strategic Customer Success Manager. Manage a portfolio of high-value enterprise accounts, ensuring retention and growth. Lead the development and execution of Mutual Success Plans tied to measurable business outcomes. Drive engagement through regular business reviews and value storytelling. Proactively mitigate risk and partner cross-functionally to improve customer experience. Identify expansion opportunities and serve as an escalation point for critical accounts. Translate product capabilities into business value and leverage data to drive insights. Travel to priority customers to strengthen relationships and lead value-driven discussions. Track and report results within Salesforce.

Qualifications

1. 7+ years in Customer Success, Professional Services, Account Management, or related client-facing roles within SaaS or technology organizations. 2. Proven experience managing enterprise or strategic accounts with six-figure+ contract values. 3. Demonstrated ability to influence senior stakeholders and drive executive-level conversations. 4. Strong understanding of Governance, Risk, and Compliance (GRC) or adjacent domains (compliance, audit, risk, ethics). 5. Experience building success plans, leading QBRs/EBRs, and driving measurable customer outcomes. 6. Technical aptitude with ability to understand product architecture, data flows, and reporting (SQL, Power BI, or similar strongly preferred). 7. Experience navigating complex organizations and managing competing priorities across stakeholders. 8. Basic technical ability with Microsoft Office 365 products, salesforce.com or other popular CRM brands, Zendesk, and remote meeting tools (i.e. Teams, Zoom). 9. Technical knowledge on queries (SQL) and Power BI reporting tool is a pro. 10. Excellent interpersonal, written, and verbal communication skills required along with the ability to collaborate within a remote-work environment throughout all levels of the organization. 11. High ownership mentality with bias toward action, especially in ambiguous or high-risk situations. 12. Ability to influence without authority across internal and external stakeholders. 13. Comfortable operating in both strategic and tactical layers without losing momentum. 14. Ability to collaborate with and influence internal and external partners. 15. Have a positive attitude with an innovation and change mentality. 16. Expected to work independently, and as part of a virtual team where open, collaborative communication is encouraged. 17. Self-starter with strong initiative, ownership, and accountability to the business.

Benefits

- PTO leave - Quarterly wellness days - Employee Assistance Program (EAP) - Healthcare benefits - Bonus incentives - 401(k) match - Pet insurance - FSA account