Strategic Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Strategic Customer Success Manager based in the United States.

This role sits at the center of enterprise customer engagement, owning a portfolio of high-value strategic accounts and ensuring long-term success across complex global organizations. You will act as a trusted advisor to senior stakeholders, helping customers achieve measurable outcomes through adoption, optimization, and expansion of a technology platform. The role combines relationship leadership, technical fluency, and strategic planning, with a strong focus on driving retention and growth. You will collaborate closely with cross-functional teams including Product, Sales, and Engineering to align customer needs with product evolution. Operating in a fast-paced, remote-first environment, you will lead executive business reviews, influence customer strategy, and proactively mitigate risks across your portfolio. This is a highly visible position where your impact directly shapes customer value and business outcomes.

• Own and manage a portfolio of strategic enterprise accounts, ensuring customers achieve defined business outcomes and long-term value realization
• Build and maintain strong relationships with executive stakeholders, acting as a trusted advisor on strategy, adoption, and optimization
• Lead regular business reviews, success planning sessions, and value tracking discussions with customer leadership teams
• Monitor customer health metrics, identify risks, and implement proactive retention and growth strategies
• Drive expansion opportunities including upsell and cross-sell initiatives in partnership with sales stakeholders
• Collaborate cross-functionally with Product, Engineering, Marketing, and Sales to advocate for customer needs and influence roadmap priorities
• Develop and execute account success plans aligned to customer goals, KPIs, and organizational priorities
• Improve internal processes, playbooks, and operational frameworks to scale customer success delivery

Requirements:

• 4+ years of experience in Customer Success, Account Management, or a related client-facing role within a SaaS environment
• Proven track record managing enterprise-level accounts with complex organizational structures and global stakeholders
• Strong ability to drive customer retention, expansion, and long-term relationship growth
• Experience leading executive-level conversations, business reviews, and strategic planning sessions
• Strong communication, relationship-building, and stakeholder management skills across technical and non-technical audiences
• Ability to analyze customer health metrics and translate insights into actionable strategies
• Highly organized with strong project management and prioritization skills across multiple accounts
• Experience working in cross-functional, fast-moving environments with a proactive and ownership-driven mindset

Benefits:

• Competitive compensation package including base salary and potential equity opportunities
• Flexible remote-first work environment
• Comprehensive healthcare coverage and wellness support programs
• Retirement savings plan with employer contribution options
• Generous paid time off and flexible vacation policy
• Opportunities for career growth, development, and internal mobility
• Collaborative, high-performance culture focused on impact and customer success
• Access to tools, resources, and cross-functional teams to support professional development