Strategic Customer Success Manager

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

📋 Description

• Design and implement strategic success plans that align with customers’ primary business goals to ensure sustained retention and growth.

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

• Collaborate with customers to address significant business challenges, apply best practices, and enhance platform value.

• Recognize expansion opportunities within accounts and work alongside Sales to facilitate upselling and cross-selling.

• Utilize customer usage analytics and feedback to proactively detect risks, opportunities, and areas needing improvement.

• Collaborate with Marketing to create case studies and showcase customer success stories.

• Serve as the main escalation point and collaborate across functions to address complex challenges.

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

⛳️ Requirements

• Over 3 years of B2B SaaS experience in Customer Success, Account Management, or a Consulting role.

• Proven experience managing Enterprise/Strategic accounts with an Annual Contract Value (ACV) of $100K or more.

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

• Established history of driving expansion within a customer portfolio.

• Proficiency in 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 utilizing customer data for informed decision-making.

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

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

• Must be located in the United States.

• Comfortable operating across multiple time zones.

• Occasional travel may be necessary for on-site customer visits, executive business reviews, and industry events.

🏝️ Benefits

• Medical, dental, and vision insurance.

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

• 401(k) plan.

• Employee training and development opportunities.

• Weekly happy hours.

• Holiday celebrations.

• Supportive and encouraging work environment.