Strategic Customer Success Manager

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

📋 Description

• Act as the primary trusted advisor for the largest and most intricate Fortune 100 clients.

• Oversee multifaceted contingent workforce programs, which include IC, AOR, EOR, Staff Augmentation, and Managed Services.

• Provide exceptional support by posting job openings, pre-screening candidates, and extending offers.

• Establish and nurture trusted relationships with hiring managers, program owners, and senior executives.

• Take ownership of retention, churn mitigation, and internal forecasting of existing expenditures.

• Engage in proactive outreach utilizing customized, persona-specific messaging.

• Collaborate with the Account Manager to achieve quarterly account growth goals and onboard new hiring managers.

• Identify and pursue opportunities for expansion while achieving monthly revenue and retention objectives.

• Conduct user discovery and convert findings into customer value narratives.

• Develop and maintain Customer Success Plans.

• Lead business reviews designed for all levels within customer organizations.

• Identify challenges and devise solutions to safeguard customer experience and expenditure retention.

• Convey customer feedback to R&D and articulate Lifted’s roadmap and vision to clients.

• Work in partnership with Sales, Talent Services, Support, Marketing, Product, Engineering, and Solution Architects.

• Troubleshoot issues through customer-focused problem-solving and appropriate escalation.

• Offer consultation and training on workforce talent sourcing and management, product configurations, the Lifted Talent network, and industry best practices.

⛳️ Requirements

• Over 7 years of experience in Customer Success Management with direct responsibility for revenue retention targets for large, complex Fortune 100 enterprise accounts.

• Proven experience managing complex, multi-service accounts, including AOR, EOR, Staff Augmentation, and Managed Services.

• Familiarity with consumption-based business models.

• A background in HR tech, Talent Acquisition, Staffing, or VMS/MSP industries is advantageous.

• Demonstrated history of surpassing revenue retention and growth KPIs, including targets, referrals, and forecast accuracy.

• Proficient in proactively generating new account growth.

• Strong consultative and discovery abilities.

• Capable of translating findings into persuasive, executive-level value communication.

• Skilled in tailoring value messaging and materials to various customer personas.

• Excellent executive presence with experience leading business reviews and QBRs across customer organizations.

• Comfortable with data-driven storytelling and utilizing data for recommendations.

• Strong project and time management skills across multiple concurrent, complex engagements.

• Demonstrates strong ownership, a bias for action, and resilience.

• Some travel may be required to meet key customer stakeholders in person.

• A criminal background check may be necessary following a conditional offer.

🏝️ Benefits

• Comprehensive medical coverage for you and your family.

• Unlimited paid time off (PTO).

• 401(k) plan with matching contributions.

• 12 weeks of paid parental leave.

• Eligibility for sales incentive compensation.