Strategic Customer Success Manager

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

📋 Description

• Manage a targeted portfolio of high-touch accounts, encompassing multi-site operations and intricate service combinations.

• Formulate and implement strategic account plans aligned with the business objectives of haulers.

• Acquire in-depth understanding of customer operational workflows, including scale house flow, dispatch, and month-end billing processes.

• Cultivate relationships with owners, operations executives, and CFOs.

• Take charge of renewal health, proactively identify risks, and engage leadership when necessary.

• Collaborate with Sales to pinpoint opportunities for expansion.

• Serve as the customer's representative internally to Product, Onboarding, and Support teams.

• Foster advocacy and collaborate with Marketing on references, case studies, and testimonials.

• Assist in designing strategic account processes such as health scoring, account planning, EBR frameworks, and onboarding transitions.

• Utilize AI-driven account briefs, automated health scoring, and CRM automation.

• Achieve account outcomes with over 95% gross retention and consistent customer growth.

⛳️ Requirements

• Minimum of 3 years in B2B SaaS customer success or account management, focusing on high-touch or enterprise accounts.

• Proven experience in managing account strategy for complex, multi-stakeholder clients.

• Capability to illustrate how account plans have positively impacted customers.

• Proficient in working cross-functionally with Sales, Product, and Onboarding teams.

• An AI-forward mindset.

• Highly organized and effective in asynchronous communication.

• Treat the CRM as the definitive source of truth.

• Formal change management experience is advantageous, such as leading adoption during a system migration or operational overhaul.

• Prosci, ADKAR, or a similar certification is a plus but not mandatory.

• Experience in industries such as waste, recycling, logistics, field services, or other operations-intensive sectors is a bonus.

🏝️ Benefits

• Comprehensive health, dental, and vision coverage, with substantial contributions for spouses and dependents.

• Access to HSA, FSA, 401(k), and commuter benefits accounts.

• Opportunity for fully remote work.