Customer Success Manager – Strategic

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide and mentor a team of experienced Strategic Customer Success Managers through individual meetings, call evaluations, and account strategizing.

• Create personalized development paths, eliminate operational obstacles, and establish performance benchmarks.

• Convert segment strategies into actionable priorities and set team operational standards for Mutual Success Plans, Quarterly Business Reviews (QBRs), account health assessments, and CRM best practices.

• Achieve team retention and sales targets.

• Evaluate expansion opportunities, coach on opportunity qualification, identify early risk signs, and implement recovery plans for at-risk accounts.

• Collaborate with customer executives to facilitate strategic renewals and effectively communicate social intelligence ROI to C-level stakeholders.

• Integrate generative AI into workflows and guide the team in utilizing AI tools effectively.

• Steer the team through evolving market strategies and collaborate with Sales, Renewals, Onboarding, and Product teams.

• Resolve technical challenges and advocate for customer requirements within the organization.

• Monitor and report on metrics related to retention, growth, adoption, and health scores.

• Enhance resource distribution and portfolio effectiveness.

• Create career development plans and challenging assignments for seasoned individual contributors.

• Aggregate customer and team insights to impact Product, Professional Services, and GTM leadership decisions.

⛳️ Requirements

• Over 6 years of experience in Customer Success or account management, with direct responsibility for a strategic or enterprise portfolio.

• At least 1 year of experience leading client-facing teams, focusing on coaching, performance management, and developing experienced individual contributors.

• Demonstrated success in achieving retention and growth objectives.

• Strong business acumen in renewals, negotiations, process improvement, and project management.

• Excellent communication and negotiation abilities.

• Capability to influence key stakeholders and maintain sound judgment in high-pressure situations.

• Practical experience with generative AI tools for research, account preparation, or communication purposes.

• Willingness to travel for customer on-site visits within the U.S. at least 4 times a year.

• Preferred: Experience in SaaS/subscription business models and proficiency in Salesforce, Gainsight, Tableau, or similar CRM/BI platforms.

• Preferred: Background in coaching CSMs for C-suite presentations and value-based ROI selling.

• Preferred: Previous experience in direct account management or sales roles.

🏝️ Benefits

• Comprehensive BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance coverage for you and your eligible dependents.

• Full, complimentary access to Modern Health, offering coaching, therapy sessions, and digital wellness resources.

• 401(k) plan featuring a 50% company match on your initial 6% of contributions (resulting in a total match of 3%).

• 100% employer-funded Life and Disability insurance.

• Flexible PTO policy along with company-wide Rest & Recharge days.

• Up to 16 weeks of paid parental leave.

• $1,000 USD annual Lifestyle Spending Account.

• A one-time $550 USD stipend for home office setup.

• Monthly $50 USD allowance for internet costs.

• 16 hours of paid volunteer time every year.

• $100 annual matching for charitable donations.

• Pre-tax commuter benefits.

• Subsidized child/eldercare services through Care.com.

• Discounted pet insurance available through Figo.

• Complimentary personalized financial wellness support via Your Money Line.

• Flexibility to work remotely in many locations across the United States.