Strategic Customer Success Manager

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

📋 Description

• Create and implement strategic success plans that align with key business objectives of customers to ensure long-term retention and growth.

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

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

• Identify opportunities for account expansion and work alongside the Sales team to facilitate upsells and cross-sells.

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

• Collaborate with Marketing to create case studies and promote customer success narratives.

• Serve as the primary escalation point and work across departments to swiftly and effectively resolve complex challenges.

• Remain updated on industry trends, competitors, and best practices in workforce management as a subject matter expert.

⛳️ Requirements

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

• 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).

• Successful track record of driving expansion within a customer portfolio.

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

• Exceptional verbal and written communication skills, including experience with executive presentations.

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

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

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

• Must reside in the United States.

• Comfortable coordinating work 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 training and professional development.

• Weekly happy hours.

• Holiday parties.

• A supportive, encouraging, and caring work environment.