Strategic Growth Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage a portfolio of 8 to 12 of the largest and most strategic customers, representing over $3.5M in ARR.

• Establish and nurture executive relationships with CISOs, CIOs, and IT and security leaders.

• Foster trusted relationships across IT operations, infrastructure, risk, compliance, and procurement.

• Develop and execute joint, multi-year strategic account plans aligned with customer business objectives.

• Review account plans on a quarterly basis with account teams and Remedio leadership.

• Direct TAMs, Sales, Solutions Engineers, and executive sponsors towards a unified account plan.

• Identify whitespace across business units, regions, devices, and platform capabilities to unlock expansion opportunities.

• Establish new buying centers and construct business cases for growth.

• Oversee complex, multi-year, multi-stakeholder renewals through procurement, legal, and channel partners.

• Apply MEDDPICC to qualify and finalize renewals.

• Conduct executive business reviews, quantifying exposure reduction, operational time recovery, and ROI.

• Manage escalations and safeguard executive relationships.

• Maintain precise CRM forecasts, accurately track renewals and expansions, and identify risks along with recovery strategies.

• Mentor CSMs and contribute to the development of customer success playbooks.

• Relay strategic customer feedback to the Product team.

• Assist in constructing the customer advisory board and reference program.

• Deliver or arrange executive business reviews, stage renewals, and qualify the expansion pipeline within the first 90 days.

• Attend customer sites and industry events, including RSAC, Fal.Con, Black Hat, regional events, and the annual Sales Kickoff.

⛳️ Requirements

• A minimum of 7 years in Customer Success, Account Management, or enterprise sales within a B2B SaaS organization.

• At least 3 years managing strategic accounts within Fortune 500 or Global 2000 companies.

• Demonstrated success in expanding large accounts through multi-year renewals and significant growth, with quantifiable outcomes.

• Executive presence and credibility in engaging with CISOs, CIOs, and IT and security leaders.

• Expertise in vulnerability management, exposure management, patch management, or endpoint management.

• Experience in crafting account plans and managing multi-threading in large, matrixed, often global organizations.

• Familiarity with a structured sales methodology; Remedio employs MEDDPICC.

• Strong forecasting discipline.

• A startup or high-growth mentality with a sense of urgency, self-direction, and enthusiasm for building new initiatives.

• Nice to have: experience in developing or scaling a strategic or enterprise Customer Success motion.

• Nice to have: experience in mentoring or leading CSMs.

• Nice to have: familiarity with global system integrators, resellers, and MSSPs regarding enterprise renewals.

• Nice to have: experience in managing customer advisory boards or reference programs.

• Nice to have: knowledge in endpoint security, EDR/XDR, or exposure management ecosystems.

🏝️ Benefits

• Travel up to 20%.

• Participation in the annual Sales Kickoff.

• Clear path to leadership opportunities.

• Chance to mentor CSMs and influence customer success playbooks.

• Opportunity to contribute to the customer advisory board and reference program.