Manager Strategic Customer Success - Moveworks

• Lead and develop your team
  
  • Lead mentor and grow a focused team of Strategic CSMs - setting a high-performance bar from day one running disciplined 1:1s and building a culture of trust accountability and urgency
  • Have hard performance conversations early and often; don't let issues linger - your team and your customers can't afford it
  • Coach CSMs to become trusted AI advisors and executive-level relationship owners who move fast and communicate with precision
  • Rally your team through ambiguity and change; be the steady hand and the honest voice when things shift
• Own retention and growth outcomes
  
  • Own team-level GRR and NRR outcomes with a proactive lens on risk and expansion across a concentrated high-stakes portfolio
  • Establish rigorous portfolio risk management - leveraging health signals usage data and relationship intelligence to surface and act on at-risk accounts before they become problems
  • Serve as the executive escalation point for your most critical accounts; mobilize cross-functional resources with speed and clear ownership
  • Maintain an acute awareness of the full portfolio at all times - nothing in your book should surprise you
• Drive strategic value and C-level partnerships
  
  • Build and protect executive relationships at your customers with intensity - these accounts operate at C-suite and VP levels and require sustained deliberate relationship investment
  • Guide your team in developing compelling value narratives that connect Moveworks investments to measurable enterprise outcomes and strategic AI roadmaps
  • Position yourself and your team as the definitive AI adoption partners for your portfolio - customers should see Moveworks as indispensable
  • Maintain field presence; show up be visible and bring your team with you
• Build process and scale what works
  
  • Build the operating rhythm for the team: cadences escalation frameworks QBR standards and account review processes - and hold the team accountable to them
  • Develop and evolve playbooks that establish best practices for the Strategic segment; document what works and drive adoption
  • Partner with Sales Product and Support to advocate for your customers and surface portfolio-level insights that influence roadmap and company priorities
  • Create and champion Customer Success stories that demonstrate AI-driven value from your portfolio

• 7+ years in Customer Success Account Management or a related customer-facing role in B2B SaaS - with meaningful time spent at the enterprise or strategic tier
• 2+ years directly managing a team of CSMs; ideally a smaller team of senior ICs rather than a large team of early-career CSMs - you know the difference and it shows in how you coach
• Hands-on ownership of accounts at $1M+ in ARR - not just worked at a company that had them but personally sat in the room defended renewals and navigated the complexity that comes with that level of relationship
• Proven experience managing through a genuine customer crisis: an exec sponsor departure a failed implementation a competitive threat on a high-value renewal - and can speak specifically to how you handled it and what the outcome was
• Demonstrated ability to build and sustain executive relationships at the C-suite and VP level with a track record of becoming a trusted advisor that customers call proactively - not reactively
• Experience influencing cross-functionally at a senior level - able to represent the portfolio with authority in front of executive leadership team and drive action without direct authority
• Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes
• A bias for action a passion for operational excellence and a genuine commitment to customer outcomes. You move fast set a high bar and bring the team with you.

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