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 customers' primary business goals to ensure sustained retention and growth.

• Establish and cultivate relationships with C-level executives, IT professionals, and operational leaders to foster adoption and advocacy.

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

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

• Utilize customer usage analytics and feedback to pinpoint risks, opportunities, and areas that need improvement.

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

• Serve as the main escalation point and collaborate across teams to resolve intricate challenges.

• Maintain knowledge of industry trends, competitors, and best practices in workforce management, serving as a subject matter expert.

⛳️ Requirements

• 3+ years of experience in B2B SaaS within a Customer Success, Account Management, or Consulting role – REQUIRED.

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

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

• Proven track record 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 in utilizing customer data for informed decision-making.

• Capability 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.

• Comfortable with working across multiple time zones.

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

🏝️ Benefits

• Medical, dental, and vision insurance.

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

• 401(k) plan.

• Training and development opportunities to enhance skills and job responsibilities.

• Weekly happy hours.

• Holiday parties.

• A supportive, encouraging, and caring work environment.