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Strategic Customer Success Manager

Job Description

Responsibilities:

Strategic account management

Manage a portfolio of Strategic accounts

Develop the playbook, tools, and processes for managing Strategic accounts ($500k+ ARR)

Help onboard and mentor new CSMs

Drive cross-functional/ cross-team initiatives for process improvements / function as SME

Build rapport and trusting/engaged relationships; regular monthly meetings and onsite travel (meet each in-person at least 2-4x per year)

Effective communication with executive-level stakeholders and decision-makers, develop new relationships and opportunities

Deep understanding of the customer motivations, pain points, business drivers, internal and external (public news, industry trends)

Build long term (1-2 years) adoption strategy; develop and execute success/action plans to fulfill customer business goals

Advocate with internal teams and lead cross-functional initiatives; facilitate a strong relationship with Product and influence over the roadmap

Closely collaborate with sales during handoff and for exploring growth opportunities

About You:

Experience with managing Strategic accounts

Great relationship-building skills, demonstrated success in expanding relationships

Strategic thinking and long term planning capabilities

Ability to lead cross-functional teams: make an impact on the product roadmap, influence internal teams, promote new processes and workflows within the organization

Track record in growing adoption and expansion

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