About the Role

We are looking for a Strategic Customer Success Manager to join our Account Management team. This pivotal role is centered around driving retention, expansion, and long-term customer value for our highest-value accounts. We seek a candidate who is both relationship-driven and data-informed—someone capable of building trust with stakeholders while leveraging product insights and metrics to guide strategy and outcomes.

Responsibilities

• Customer Ownership & Retention: Own and manage a strategic book of business end-to-end, serving as the primary point of contact across executives, business, and technical stakeholders.
• Drive Retention: Focus on customer retention while identifying opportunities for expansion such as Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through upsells.
• Monitor Customer Health: Regularly assess customer engagement and health metrics to proactively address concerns and enhance satisfaction.
• Strategic Insights: Utilize data-driven insights to recommend product enhancements and solutions that align with customer goals.
• Collaboration: Work closely with cross-functional teams including Sales, Product, and Marketing to ensure alignment and execution of customer success strategies.

Requirements

• Proven experience in customer success management, account management or similar role.
• Strong analytical skills and experience leveraging data to drive decisions.
• Exceptional interpersonal and communication skills, with a knack for building relationships.
• Ability to work independently and manage multiple accounts simultaneously.
• Familiarity with SaaS products and technology solutions is a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Flexible work schedule and remote work options.
• Professional development opportunities and training.
• A supportive and innovative work environment that values diversity and inclusion.