Strategic Customer Success Manager

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

📋 Description

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

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

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

• Identify opportunities for expansion within existing accounts and work with the Sales team to facilitate upselling and cross-selling initiatives.

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

• Partner with the Marketing department to create case studies and showcase customer success stories.

• Serve as the primary point of escalation and collaborate cross-functionally to resolve complex issues.

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

⛳️ Requirements

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

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

• Proven track record of engaging and influencing senior executives (VP, C-Level).

• Demonstrated success in driving expansion within a customer portfolio.

• Expertise 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 using customer data to inform decision-making.

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

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

• Must be located in the United States.

• 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 professional development, nurturing, and training.

• Weekly happy hours.

• Holiday parties.

• A supportive, encouraging, and caring work environment.