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’ key business goals to ensure sustained 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 of Connecteam’s platform.

• Identify opportunities for expansion within accounts and partner with Sales to facilitate upsells and cross-sells.

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

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

• Serve as the primary escalation point and work across functions to resolve complex issues.

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

⛳️ Requirements

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

• Experience in 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 record of driving expansion within a customer portfolio.

• Expertise 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 experience in utilizing customer data for informed decision-making.

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

• Experience collaborating with global teams across various time zones.

• Must reside in the United States.

• Comfortable working 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) retirement plan.

• Opportunities for training and professional development.

• Weekly happy hours.

• Holiday parties.

• A supportive, encouraging, and caring work environment.