Strategic Customer Success Manager

This is a fully remote position, open to applicants in Colorado, +7 more states.

📋 Description

• Formulate and implement strategic success plans that align with the business objectives of customers to ensure sustained retention and growth.

• Cultivate and maintain relationships with C-level executives, IT teams, and operational leaders to promote platform adoption and advocacy.

• Collaborate with customers to address critical business challenges, apply best practices, and enhance the value derived from Connecteam’s platform.

• Identify opportunities for expansion within existing accounts and work in conjunction with Sales to facilitate upsells and cross-sells.

• Utilize customer usage analytics and feedback to proactively pinpoint risks, opportunities, and potential areas for improvement.

• Collaborate with Marketing to create case studies and share successful customer narratives.

• Serve as the primary point of escalation and collaborate across departments to resolve complex issues.

• Keep abreast of industry trends, competitive landscape, and best practices in workforce management as a subject matter expert.

⛳️ Requirements

• A minimum of 3 years of experience in B2B SaaS within a Customer Success, Account Management, or Consulting capacity.

• Experience managing Enterprise/Strategic accounts with an Annual Contract Value (ACV) exceeding $100K.

• Demonstrated ability to engage and influence senior executives (VP, C-Level).

• Proven track record of driving growth within a customer portfolio.

• In-depth knowledge of digital transformation, change management, and complex adoption strategies.

• Exceptional verbal and written communication skills, including the ability to deliver executive presentations.

• Analytical mindset with experience in utilizing customer data for informed decision-making.

• Capability to excel in a fast-paced, high-growth environment and lead initiatives independently.

• Experience working collaboratively with global teams across various time zones.

• Must reside in the United States and be comfortable working across multiple time zones.

• Occasional travel may be necessary for onsite customer visits, executive business reviews, and participation in industry events.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off for vacations, sick days, and holidays.

• 401(k) retirement plan.

• Opportunities for employee training and professional development.

• Weekly happy hours.

• Holiday parties.

• A supportive, encouraging, and caring work environment.