Strategic Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +28 more states.

📋 Description

• Manage a portfolio of high-value enterprise and strategic accounts (primarily six-figure ARR), ensuring retention, growth, and the realization of long-term customer value.

• Serve as a trusted advisor to all customer stakeholders (from Director to C-level), aligning with their business goals and risk management priorities.

• Lead the creation and implementation of Mutual Success Plans linked to measurable business outcomes, adoption milestones, and renewal strategies.

• Foster engagement through regular business reviews, value storytelling, and demonstrating ROI.

• Proactively identify and address risks within accounts, which may include underutilization, changes in stakeholders, and product gaps.

• Collaborate cross-functionally (Sales, Product, Support, Services) to influence the roadmap, enhance customer experience, and eliminate barriers to adoption.

• Engage in renewal strategies in collaboration with Account Management.

• Discover expansion opportunities through a comprehensive understanding of the customer environment, regulatory landscape, and evolving needs.

• Act as an escalation point for critical accounts, balancing urgency with strategic resolution.

• Convert product capabilities into business value, especially relating to GRC workflows, compliance programs, and reporting requirements.

• Utilize data (usage, health scores, KPIs) to generate insights, recommendations, and proactive outreach.

• Travel to key customers to strengthen relationships, conduct gap analyses, report on usage, and lead discussions focused on value (approximately 10% travel is anticipated).

• Monitor and document the results of all customer initiatives within salesforce.com.

⛳️ Requirements

• 7+ years of experience in Customer Success, Professional Services, Account Management, or similar client-facing roles within SaaS or technology sectors.

• Proven track record of managing enterprise or strategic accounts with contracts valued at six figures or more.

• Demonstrated capability to influence senior stakeholders and facilitate executive-level discussions.

• Strong knowledge of Governance, Risk, and Compliance (GRC) or related domains (compliance, audit, risk, ethics).

• Experience in developing success plans, leading QBRs/EBRs, and achieving measurable customer outcomes.

• Technical proficiency with the ability to comprehend product architecture, data flows, and reporting (SQL, Power BI, or similar strongly preferred).

• Skilled in navigating complex organizations and managing competing priorities among stakeholders.

• Basic technical proficiency with Microsoft Office 365 products, salesforce.com or other popular CRM systems, Zendesk, and remote meeting platforms (e.g., Teams, Zoom).

• Technical knowledge of SQL queries and Power BI reporting tools is a plus.

• Exceptional interpersonal, written, and verbal communication skills are required, along with the ability to collaborate in a remote work environment across all organizational levels.

• Strong ownership mentality with a bias towards action, particularly in ambiguous or high-risk situations.

• Ability to influence without authority among internal and external stakeholders.

• Comfortable operating at both strategic and tactical levels without losing momentum.

• Capacity to collaborate with and influence internal and external partners.

• Maintain a positive attitude with an innovative and change-oriented mindset.

• Expected to work independently and as part of a virtual team where open and collaborative communication is valued.

• Self-starter with a strong initiative, ownership, and accountability to the business.

🏝️ Benefits

• PTO leave

• Quarterly wellness days

• Employee Assistance Program (EAP)

• Healthcare benefits

• Bonus incentives

• 401(k) match

• Pet insurance

• FSA account