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Strategic Customer Success Manager
Employ Humanity. Serve as the primary strategic advisor for a portfolio of high-profile strategic accounts .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing high-profile strategic accounts, developing customer success plans, and cultivating executive-level relationships. Proficient in driving measurable outcomes through strategic account planning and effective communication with C-level stakeholders.
Highest-signal resume keywords
Customer Success ManagementStrategic Account ManagementExecutive Presentation SkillsNegotiation SkillsCRM Platforms (Salesforce, Gainsight)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account PlanningRenewal ManagementValue CreationProcess OptimizationKPI TrackingBusiness Impact ReviewsContract ExecutionRisk MitigationUpsell and Cross-sell StrategiesCustomer Playbook Development
Soft Skills
Strong CommunicationStrategic MindsetMentoringRelationship BuildingProblem Solving
Industry Keywords
Enterprise SaaS SalesC-Level EngagementCustomer TrendsRetention TargetsCommercial Judgment
About the role
Key responsibilities & impact- Serve as the primary strategic advisor for a portfolio of high-profile strategic accounts
- Build and execute strategic account plans aligned with customer goals and measurable outcomes
- Deliver success plan and business impact reviews; document recaps and drive action items to completion
- Prepare and deliver executive account presentations to internal leadership
- Cultivate relationships with C-level executives, decision-makers, and influencers
- Partner with sales to expand relationships and nurture executive sponsorship
- Advocate internally for customer needs and success stories
- Develop customer success plans that drive desired value and outcomes
- Identify opportunities for value creation and process optimization
- Identify and pursue upsell, cross-sell, and expansion opportunities
- Partner with customers on strategic roadmap plans
- Own renewals from early discovery through contract execution, including strategy, pricing, scope, terms, and duration
- Confirm customer intent, budget, decision criteria, and competitive risk
- Maintain accurate renewal dates, amounts, stages, forecasts, and risks
- Partner with Sales, Finance, Legal, and Deal Desk on high-value contract approvals and nonstandard terms
- Identify and mitigate risks to customer success
- Resolve inquiries, escalations, and challenges using cross-functional resources
- Track KPIs, health scores, and customer trends
- Generate reports and executive summaries on success metrics, renewal forecasts, and opportunities
- Develop customer playbooks
- Mentor team members and help identify process improvements
- Lead or consult on key initiatives and cross-functional projects
- Maintain elevated industry and product knowledge
Requirements
What you’ll need- 7+ years in a customer-facing role such as customer success, strategic account management, renewals, consulting, or enterprise SaaS sales
- 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
- Experience leading conversations on business value, renewal intent, pricing, and commercial risk
- Strong communication, negotiation, and executive presentation skills
- Ability to translate complex business requirements into strategic account and renewal plans
- Strategic, customer-centric mindset with sound commercial judgment
- 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 such as Salesforce or Gainsight preferred
Benefits
Comp & perks- Remote-first culture with flexible work scheduling
- Regular in-person meetups
- Unlimited PTO
- Medical, dental, and vision coverage
- Learning and development programs
- Training, mentorship, and development resources
- Paid time off
- Career development opportunities
- Performance bonuses
- Equity
- Comprehensive benefits package