Strategic Customer Success Manager

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

📋 Description

• Act as the main Customer Success partner for a portfolio of valuable and strategically significant clients.

• Establish trustworthy relationships across intricate customer organizations, including senior and executive stakeholders.

• Create customer success plans along with measurable outcomes that align with business goals.

• Facilitate strategic customer engagements and Business Reviews.

• Provide guidance to customers on Agiloft capabilities, functionalities, best practices, configurations, and technical setups.

• Support feature adoption, onboarding, and change management initiatives.

• Monitor usage, engagement, account health, risks, and opportunities.

• Design strategies to enhance adoption, tackle challenges, and reinforce value realization.

• Collaborate with Account Managers on renewal and growth strategies.

• Identify and assess upsell, cross-sell, and expansion opportunities.

• Maintain precise account information, risks, opportunities, and activities in relevant systems.

• Coordinate with Implementation, Support, Sales, Product, Engineering, partner implementers, and other stakeholders.

• Advocate for the customer internally and contribute to improvements in product, processes, and customer experience.

• Utilize AI-enabled tools to enhance productivity and streamline Customer Success workflows.

• Perform additional duties as assigned.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, Relationship Management, or a similar customer-facing role in a SaaS or technology setting.

• Proven experience managing high-value, complex, or strategically significant customer relationships.

• Background in supporting intricate service engagements and collaborating with multiple customer stakeholders, priorities, or use cases.

• Demonstrated success in building and sustaining trusted customer relationships while promoting adoption, retention, value realization, and growth.

• Strong product and technical understanding, including the ability to conduct product demonstrations and offer consultative guidance on product configurations.

• Excellent interpersonal and communication skills for engaging stakeholders at various seniority levels, including senior and executive personnel.

• Strong critical thinking and problem-solving capabilities.

• Ability to leverage data, customer insights, and business context to shape account strategy and recommendations.

• Exceptional organization and prioritization skills, with the ability to manage multiple complex customer relationships and competing objectives independently.

• Proven ability to collaborate and influence across functions to achieve customer outcomes.

• Flexibility and comfort in a fast-paced, remote working environment.

• Experience with AI-enabled tools, automation, or other advanced systems to enhance productivity and daily operations.

🏝️ Benefits

• Healthy work/life balance.

• Floating holidays.

• Quarterly wellness day with no questions asked.

• Employee Resource Groups (ERGs).