Strategic Customer Success Manager (B2B SaaS)

Location: Hybrid in Austin, Texas; must be able to commute to the office 1–2 times per week.

Company

Provides an AI platform with design and productivity tools that help organizations securely create, collaborate on, and publish visual content at scale.

What you will do

• Lead post-sale relationships for strategic enterprise accounts across onboarding, training, adoption, advocacy, and ongoing customer success.
• Identify upsell and cross-sell opportunities with Sales by understanding evolving customer business needs.
• Own renewal execution and expansion strategy for a strategic book of business, contributing to net and gross revenue retention.
• Diagnose account risk, develop mitigation plans, and coordinate Implementation, Support, and Technical Account Management resources.
• Partner cross-functionally to advocate for customer needs, influence the product roadmap, and advance customer success practices and frameworks.

Requirements

• 6+ years of enterprise-level post-sale experience in B2B SaaS.
• Demonstrated success exceeding renewal and expansion quotas, with ownership of a book of business and specific retention and growth results.
• Ability to use data and analytics to interpret metrics and build narratives that influence customer decision-makers and internal stakeholders.
• Commercial mindset with experience identifying growth levers, negotiating strategically, and taking responsibility for revenue outcomes.
• Consultative and strategic approach focused on connecting product value to business outcomes.
• Ability to build trust across complex organizations, develop executive-level credibility, and manage multiple stakeholder relationships.
• Strong communication and influencing skills, including presenting to executives, rallying cross-functional teams, and tailoring messages to different audiences.

Culture & Benefits

• Hybrid work arrangement with regular office attendance in Austin.
• Equity packages.
• Health benefits plans.
• 401(k) retirement plan with company contribution.
• Inclusive parental leave for parents and carers.
• Annual allowance for wellbeing, social connection, and office setup, plus flexible leave options.

Hiring process

• Interviews are conducted virtually.
• Applicants can provide their pronouns and request reasonable interview adjustments.