Strategic Customer Success Manager

Team: Customer Support

Location: Remote, USA

Commitment: Full-time

Workplace Type: remote

Salary:

About the Opportunity:

As a Strategic Customer Success Manager, you will be the primary strategic advisor, executive relationship owner, and commercial point of contact for a portfolio of high-profile strategic accounts. You will build and execute account plans that align our solutions with each customers goals, drive measurable ROI, manage risk, and own renewals through contract execution — maximizing retention, satisfaction, expansion, and long-term partnership.

About the Team:

The Customer Success team is dedicated to helping our customers get the value from Employs solutions while building strong, lasting partnerships. Our High Touch and Strategic Accounts team supports some of our most complex and high-value customers, working collaboratively to drive adoption, strengthen relationships, and support long-term retention and growth. Were a customer-focused team that values collaboration, accountability, and delivering meaningful outcomes for our customers.

What You’ll Do:

Strategic Account Leadership

• Serve as primary strategic advisor for a portfolio of high-profile accounts, understanding their business objectives, challenges, and opportunities.
• Build and execute strategic account plans that align our solutions with customer goals and drive tangible outcomes.
• Deliver ongoing success plan and business impact reviews; document recaps, capture action items, and drive them to completion.
• Prepare and deliver executive account presentations to internal leadership.
• Customer Advocacy and Relationship Management
• Cultivate trusted relationships with key stakeholders, including C-level executives, decision-makers, and influencers; partner with sales to expand relationships across business units and nurture executive sponsorship.
• Act as the voice of the customer internally, advocating for customer needs and success stories to inform product and service improvements.
• Value Delivery and Optimization
• Develop a deep understanding of each customers business and objectives; build success plans that drive toward desired value and outcomes.
• Collaborate with customers to identify and prioritize opportunities for value creation and process optimization that drive measurable ROI.
• Champion customer success best practices, providing strategic guidance and industry insight to maximize solution impact.

Expansion and Revenue Growth

• Identify and pursue upsell, cross-sell, and expansion opportunities within existing accounts, partnering with sales and product teams.
• Partner with customers on strategic roadmap plans that align our solutions with their evolving needs to drive long-term growth.
• Renewal and Commercial Management
• Own the renewal process for an assigned portfolio of strategic accounts from early discovery through contract execution — strategy, timing, pricing, scope, terms, and duration.
• Confirm customer intent, budget, decision criteria, and competitive risk early enough to support on-time, executive-level renewals.
• Maintain accurate renewal dates, amounts, stages, forecasts, and risks based on direct customer evidence.
• Partner with Sales, Finance, Legal, and Deal Desk on approvals or nonstandard terms for high-value contracts, balancing customer needs with retention and financial objectives.

Risk Management and Issue Resolution

• Proactively identify and mitigate risks to customer success, anticipating challenges and implementing measures to ensure a seamless experience.
• Address inquiries, escalations, and challenges with urgency, leveraging cross-functional resources to resolve issues; document issues, risk triggers, and outcomes with strong CRM hygiene.

Data-Driven Insights and Analysis

• Use customer data and feedback to track KPIs, health scores, and trends, driving actionable insights and continuous improvement.
• Generate reports and executive summaries on success metrics, renewal forecasts, and opportunities for internal stakeholders.
• Develop customer playbooks from data and experience to scale success across the organization.

Leadership

• Mentor team members to help upskill product and adoption knowledge; help leadership identify process improvements.
• Lead or consult on key initiatives, represent the team on cross-functional projects, and maintain elevated industry and product knowledge.

What You Bring:

• 7+ years in a customer-facing role — customer success, strategic account management, renewals, consulting, or enterprise SaaS sales — with a track record managing high-profile strategic accounts and meeting or exceeding retention, renewal, and expansion targets.
• Experience building executive-level relationships, including engaging C-level stakeholders and running sponsorship programs, and leading conversations on business value, renewal intent, pricing, and commercial risk.
• Strong communication, negotiation, and executive presentation skills, with the ability to translate complex business requirements into strategic account and renewal plans.
• Strategic, customer-centric mindset with sound commercial judgment and the ability to manage a portfolio of strategic accounts and competing priorities in a fast-paced environment.
• Experience mentoring peers and working with CRM/customer success platforms (e.g., Salesforce, Gainsight) preferred.