Strategic Customer Success Manager

Job Summary

Accountable for the performance and development of a team of Customer Success Managers, the full-time Strategic Customer Success Manager will manage relationships with strategic accounts, drive customer engagement, and ensure alignment with cross-functional teams to deliver exceptional customer experiences.

Key responsibilities

• Own and manage customer relationships for global strategic accounts, facilitating executive discussions and strategic roadmap planning
• Develop and implement strategic Success Plans that align with customer-defined business outcomes and monitor customer analytics to enhance satisfaction and adoption
• Coach and mentor team members while collaborating with Sales, Support, and Product teams to ensure a cohesive approach to customer success

Required qualifications

• Minimum of 5 years of experience in customer success, technical account management, or related fields
• Proven ability to manage executive relationships and facilitate discussions with senior stakeholders
• Strong knowledge of Customer Success best practices and experience in defining processes for adoption
• Experience in leading and driving change initiatives within customer success environments
• Familiarity with customer success tools and CRM systems for managing customer health and engagement