Senior Strategic Account Manager

CustomerGaige

. Partner with customers to define success metrics and demonstrate measurable business outcomes .

Posted 9/16/2026full-timeRemote • Massachusetts • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management and customer success, focusing on strategic relationship building, retention strategies, and effective communication with stakeholders. Proficient in leveraging AI and automation tools to enhance customer engagement and drive measurable business outcomes.

Highest-signal resume keywords

Account ManagementCustomer SuccessStrategic Relationship BuildingKPI and OKR AchievementFluency in English

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Retention ConceptsSales Performance MetricsImpact ReviewsUpsell and Cross-Sell StrategiesReporting and Forecasting

Soft Skills

Exceptional Communication SkillsCustomer-Focused MindsetAbility to MultitaskOwnership of ProjectsTeam Collaboration

Tools & Technologies

AI ToolsAutomation Tools

Industry Keywords

Customer EngagementNet Retention RateExecutive RelationshipsChurn Risk ManagementCommercial Success

About the role

Key responsibilities & impact

Partner with customers to define success metrics and demonstrate measurable business outcomes
Communicate ROI to executive stakeholders and establish CustomerGauge as a strategic partner
Manage the entire strategic account portfolio
Achieve assigned strategic account KPIs and OKRs
Maintain a team Net Retention Rate of 105%
Ensure one touch per account each month
Conduct 10 Impact Reviews per quarter with key client stakeholders
Establish and nurture long-term client relationships
Build trusted executive relationships across customer organizations
Address customer queries and concerns promptly
Advocate solutions and innovative ideas to meet client needs
Act as liaison between key customers and internal teams
Identify strategic opportunities that increase customer value and long-term revenue
Monitor sales performance metrics and report trends
Prepare monthly, quarterly, and annual reports and forecasts
Identify upsell and cross-sell opportunities with the commercial team
Activate promoters for referrals and further upsell opportunities
Connect Executive Sponsors with high-value and strategic accounts to decrease churn risk
Identify and report or escalate churn risks
Develop proactive action plans for all accounts
Collaborate with Account Services and internal stakeholders to guide, assist, and develop partner accounts
Understand technical questions and communicate solutions
Contribute as an evangelist, culture carrier, educator, and communicator, including potential podcast or LinkedIn participation
Collaborate cross-functionally with Sales, Marketing, Product, and Account Services to drive coordinated customer engagement and commercial success
Use AI and automation to improve productivity, enhance customer engagement, and eliminate repetitive work
Travel occasionally to customer sites, events, company meetings, and global offices

Requirements

What you’ll need

Bachelor's level degree is preferable
5+ years of account management, customer success, support, or service experience
Aptitude for explaining and providing training to others
Ability to work independently and as part of a team
Ability to take ownership of projects
Understanding of customer retention concepts
Exceptional communication skills
Comfortable presenting to key stakeholders within accounts
Customer-focused and commercially minded
Ability to thrive in a dynamic, constantly evolving high-tech environment
Ability to multitask, change priorities, and organize
Fluency in English is required
Any other European language is preferred
Proactive adoption of AI and automation tools and ways of working

Benefits

Comp & perks

Competitive compensation package including uncapped variable component
Health Insurance (Medical, Dental & Vision) with 70% contribution for employees
Participation in the SAR Plan
Unlimited PTO (manager approval required)
MacBook provided
Occasional travel to customers and global offices
Full-time remote position
High-impact role in an emerging industry leader
Cross-functional collaboration with Sales, Marketing, Product and Account Services
Opportunities for career growth and internal development in a fast-growing international SaaS company
Diverse and inclusive workplace
Exposure to a global, multicultural team
Potential promotion paths to product management, pre-sales engineering, education, or people management