Strategic Customer Success Manager

Role overview

This opportunity is being shared on behalf of a partner employer, which will handle applications and all follow-up steps. The hiring company is seeking a Strategic Customer Success Manager located in the United States.

In this position, you will sit at the core of enterprise customer relationships, guiding a portfolio of high-value strategic accounts toward long-term success across complex global organizations. You will serve as a trusted partner to senior leaders, helping clients realize measurable value through platform adoption, optimization, and expansion. The position blends account leadership, technical understanding, and strategic planning, with a strong emphasis on retention and growth. You will work closely with teams across Product, Sales, Engineering, and Marketing to ensure customer requirements are reflected in product direction. This is a remote-first role with high visibility, where your work directly affects customer outcomes and business performance.

Key accountabilities

• Take full ownership of a portfolio of strategic enterprise accounts and help customers reach their business goals and long-term value targets.
• Develop trusted relationships with executive-level stakeholders and advise them on strategy, adoption, and optimization.
• Run recurring business reviews, success-planning sessions, and value-tracking conversations with customer leadership teams.
• Track customer health indicators, surface risks early, and put retention and growth actions in place.
• Support expansion opportunities, including upselling and cross-selling, in coordination with sales partners.
• Partner with Product, Engineering, Marketing, and Sales to represent customer needs and help shape roadmap priorities.
• Create and maintain account success plans that connect customer goals, KPIs, and organizational priorities.
• Refine internal workflows, playbooks, and operating processes to make customer success delivery more scalable.

Requirements

• At least 4 years of experience in Customer Success, Account Management, or another client-facing role within a SaaS environment.
• Demonstrated success managing enterprise accounts with complex structures and global stakeholders.
• Proven ability to drive retention, expansion, and durable customer relationships.
• Experience leading executive discussions, business reviews, and strategic planning meetings.
• Strong communication, relationship management, and stakeholder engagement skills with both technical and non-technical audiences.
• Ability to interpret customer health data and turn insights into practical action.
• Well-organized with strong prioritization and project management skills across multiple accounts.
• Comfort working in cross-functional, fast-paced settings with a proactive, ownership-oriented approach.

Benefits

• Competitive pay package with base compensation and possible equity participation.
• Flexible remote-first working setup.
• Broad healthcare coverage and wellness support resources.
• Retirement savings plan with employer contribution options.
• Generous paid leave and flexible vacation policy.
• Room for career progression, development, and internal mobility.
• Collaborative, high-performing culture centered on impact and customer success.
• Access to tools, resources, and cross-functional support to aid professional growth.

Application and privacy information

Applications are reviewed through an AI-assisted matching process designed to evaluate candidates against the role’s core requirements in a fair and objective way. Shortlisted profiles are then shared directly with the hiring employer, whose internal team manages interviews, assessments, and final decisions.

By applying, you acknowledge that your personal data may be processed to assess your candidacy and share relevant details with the employer. This is done on the basis of legitimate interest and pre-contractual measures, including under GDPR where applicable. You may exercise your data rights such as access, correction, deletion, and objection at any time.

AI tools may also assist with parts of the hiring workflow, such as reviewing applications, analyzing resumes, or identifying inconsistencies or verification signals in submitted materials. These tools support recruitment operations but do not replace human judgment, and final hiring decisions remain with people.