Strategic Customer Success Manager

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Manage a portfolio of strategic accounts valued at approximately $2–$3M in ARR, ensuring accountability for both gross revenue retention (GRR) and net revenue retention (NRR), while proactively forecasting and mitigating risks for each renewal.

• Foster strong, sustained adoption of the Miter platform within payroll, HR, and finance workflows by monitoring health indicators, developing success plans, and taking early action to ensure customers derive value.

• Identify, qualify, and progress Customer Success Qualified Leads (CSQLs) by uncovering upsell and cross-sell opportunities and collaborating with Sales to convert these into additional revenue.

• Establish and strengthen trusted advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations) by conducting executive business reviews that connect Miter to measurable business outcomes.

• Develop and maintain account plans for each customer, which include stakeholder maps, success metrics, value realization roadmaps, and risk registers, executing them with well-defined milestones.

• Act as the primary point of accountability when challenges arise, coordinating cross-functional responses, communicating effectively with executives, and driving escalations to resolution.

• Work independently to advance initiatives, renewals, and expansion efforts, taking ownership of outcomes from start to finish, rather than merely overseeing tasks.

• Collaborate closely with Launch, Sales, Solutions Engineering, Support, Product, and Engineering teams to facilitate smooth transitions, share customer insights, and advocate for enhancements that align with customer needs and market trends.

• Contribute to the creation of playbooks, process enhancements, and team best practices, leveraging insights as we advance the Strategic Customer Success efforts.

⛳️ Requirements

• A minimum of 6 years of experience in customer success, account management, consulting, or a rapidly evolving services/operations role, preferably managing enterprise or strategic accounts.

• Proven track record of managing an Enterprise portfolio with a strong history of gross and net revenue retention and expansion against established quotas.

• Experience in building relationships with and presenting to C-suite and other senior executive stakeholders.

• Familiarity with payroll, accounting, tax, HCM, ERP, or other financial/operational products.

• Strong skills in account planning and project management, with the ability to handle multi-month initiatives and drive them to successful completion.

• Proficient in working with data (Excel/Sheets) to assess health, quantify value, and construct business cases for expansion.

• Capability to comprehend integrations, APIs, and technical documentation sufficiently to assist customers effectively.

• Proven ability to manage escalated account situations and lead them to resolution while maintaining alignment among internal executives and client stakeholders.

• Highly organized, detail-oriented, and adaptable in uncertain situations.

• Exposure to HCM, ERP, and/or the construction industry is a plus.

🏝️ Benefits

• Competitive Compensation: We offer attractive salary, commission, and equity packages that exceed market standards.

• Medical Insurance: Comprehensive medical, dental, FSA, and vision plans tailored to meet the needs of you and your family.

• 401(k) Retirement Plan: Company-matched contributions to support your future planning.

• Flexible PTO: Take the time you need to recharge and perform at your best.

• Parental Leave: Generous 16-week paid leave for all parents, including those who are adoptive or foster parents.

• Learning & Development: An annual educational allowance is provided for every employee to pursue external professional development opportunities.

• Office Extras: Enjoy snacks, coffee, lunch, and commuter benefits for in-office staff.

• Community: Participate in company-wide and team-specific off-sites throughout the year.