Strategic Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main strategic advisor for a portfolio of prominent strategic accounts.

• Develop and implement strategic account plans that align with customer objectives and measurable results.

• Deliver success plans and conduct business impact reviews; document summaries and ensure action items are followed through to completion.

• Create and present executive account presentations to internal leadership teams.

• Foster relationships with C-level executives, decision-makers, and key influencers.

• Collaborate with sales to strengthen relationships and cultivate executive sponsorship.

• Represent customer needs and success stories internally.

• Formulate customer success plans that yield the desired value and outcomes.

• Identify avenues for value creation and process improvements.

• Seek out and pursue upsell, cross-sell, and expansion opportunities.

• Collaborate with customers on strategic roadmap initiatives.

• Manage renewals from initial discovery through contract execution, including strategy, pricing, scope, terms, and duration.

• Verify customer intent, budget, decision criteria, and competitive risks.

• Maintain accurate records of renewal dates, amounts, stages, forecasts, and risks.

• Work alongside Sales, Finance, Legal, and Deal Desk on high-value contract approvals and nonstandard terms.

• Identify and mitigate risks to ensure customer success.

• Address inquiries, escalations, and challenges using cross-functional resources.

• Monitor KPIs, health scores, and customer trends.

• Produce reports and executive summaries detailing success metrics, renewal forecasts, and opportunities.

• Create customer playbooks.

• Mentor team members and assist in identifying process enhancements.

• Lead or advise on key initiatives and cross-functional projects.

• Maintain high levels of industry and product knowledge.

⛳️ Requirements

• Over 7 years of experience in a customer-facing role such as customer success, strategic account management, renewals, consulting, or enterprise SaaS sales.

• Proven history of managing high-profile strategic accounts and achieving or surpassing retention, renewal, and expansion goals.

• Demonstrated experience in building executive-level relationships, including engaging C-level stakeholders and managing sponsorship programs.

• Experience leading discussions on business value, renewal intent, pricing, and commercial risks.

• Exceptional communication, negotiation, and executive presentation skills.

• Capability to convert complex business requirements into strategic account and renewal plans.

• Strategic, customer-focused mindset with strong commercial acumen.

• Proficient in managing a portfolio of strategic accounts and competing priorities in a dynamic environment.

• Experience mentoring colleagues and familiarity with CRM/customer success platforms like Salesforce or Gainsight is preferred.

🏝️ Benefits

• Remote-first culture with adaptable work schedules.

• Regular in-person gatherings.

• Unlimited paid time off (PTO).

• Comprehensive medical, dental, and vision insurance.

• Opportunities for learning and development.

• Access to training, mentorship, and development resources.

• Paid time off.

• Career advancement opportunities.

• Performance-based bonuses.

• Equity options.

• A thorough benefits package.