Strategic Customer Success Manager

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

📋 Description

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

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

• Collaborate with customers to tackle critical business challenges, implement best practices, and optimize the value of Connecteam’s platform.

• Identify opportunities for expansion within accounts and work alongside the Sales team to promote upsells and cross-sells.

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

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

• Serve as the primary point of escalation, working cross-functionally to swiftly and effectively resolve complex challenges.

• Remain informed about industry trends, competitors, and best practices in workforce management, acting as a subject matter expert.

⛳️ Requirements

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

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

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

• History of driving expansion within a customer portfolio.

• Proficiency in digital transformation, change management, and intricate adoption strategies.

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

• Analytical mindset with a background in leveraging 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 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 industry events.

🏝️ Benefits

• Medical, dental, and vision insurance.

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

• 401(k) plan.

• Opportunities for employee training and professional development.

• Weekly happy hours.

• Holiday parties.

• A supportive and inclusive work environment.