Strategic Customer Success Manager

Company Mission

Miter is committed to transforming the construction industry by empowering contractors to build with confidence. Our innovative platform leverages AI and embedded payments to modernize critical HR, finance, and operations systems that have been outdated for decades, helping clients like Marathon Electrical and Truebeck Construction improve team strength, control costs, and accelerate jobsite progress.

Role Overview

As we expand into larger markets, we seek a Strategic Customer Success Manager to manage our most significant and complex customer accounts post-implementation. You will oversee portfolios worth approximately $2–3 million ARR, working closely with multi-entity, private equity-backed contractors whose executives are deeply involved in outcomes.

Key Responsibilities

• Manage and retain a portfolio of strategic accounts, ensuring gross and net revenue retention with proactive renewal forecasting and risk mitigation.
• Drive robust adoption of the Miter platform across payroll, HR, and finance workflows by tracking health metrics, crafting success plans, and taking early action to maintain account value.
• Spot and qualify Customer Success Qualified Leads to fuel upsell and cross-sell opportunities, collaborating with Sales to convert prospects into revenue growth.
• Build and nurture trusted advisor relationships with C-suite executives, leading business reviews that link Miter’s solutions to tangible outcomes.
• Create and execute comprehensive strategic account plans including stakeholder mapping, success metrics, roadmaps for value realization, and risk management.
• Act as the primary point of contact during escalations, coordinating cross-functional teams and managing communication to resolve issues efficiently.
• Drive initiatives, renewals, and expansions to completion with minimal supervision, owning success end-to-end.
• Collaborate closely with teams such as Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure seamless customer experiences and advocate for continuous improvement.
• Contribute to developing playbooks, process enhancements, and team practices to scale the Strategic Customer Success function.

Qualifications

• Six or more years of experience in customer success, account management, consulting, or operations roles, preferably with enterprise or strategic accounts.
• Proven success managing an enterprise book of business, demonstrating strong gross and net revenue retention along with quota-based expansion.
• Experience establishing and presenting to executive-level stakeholders including CEOs, CFOs, COOs, and VPs.
• Background with payroll, accounting, tax, HCM, ERP, or related financial and operational systems.
• Strong skills in account planning and project management capable of driving complex initiatives to completion.
• Comfort with data analysis tools (Excel, Sheets) to assess account health, quantify value, and build business cases for growth.
• Technical understanding sufficient to interpret integrations, APIs, and documentation to resolve customer challenges.
• Ability to manage escalated situations while maintaining alignment with clients and internal leadership.
• Exceptional organizational skills with attention to detail and adaptability in ambiguous environments.
• Experience in HCM, ERP, or the construction industry is an advantage.

Interview Process

• Recruiter Pre-Screen
• Hiring Manager Interview
• Values Interview
• Presentation
• Final One-on-One Interview

Compensation and Benefits

• Competitive salary range between $140,000 and $160,000, including commissions and equity.
• Comprehensive medical, dental, vision, and Flexible Spending Account benefits for employees and their families.
• 401(k) with company matching to support retirement planning.
• Generous paid time off policy for personal wellness.
• Inclusive 16-week paid parental leave covering all types of parents.
• Annual professional development allowance for educational growth.
• Office amenities such as snacks, coffee, lunch, and commuter benefits for onsite employees.
• Company-wide and team-specific off-sites to foster community and collaboration.

Work Location and Flexibility

While Miter emphasizes collaborative work by encouraging onsite presence three days per week for hybrid roles based in New York or San Francisco offices, this position is remote with no mandatory hybrid requirement. Travel to onboarding and periodic off-sites occurs a few times annually.

Equal Opportunity Employer

Miter values diversity and inclusion, providing equal employment opportunities regardless of race, religion, gender, age, disability, or other protected statuses. We welcome candidates from all backgrounds and experiences.