Strategic Customer Success Manager

TL;DR

Strategic Customer Success Manager (SaaS/AI): Nurture relationships with large strategic clients and drive adoption of AI-powered marketing platform to deliver measurable business outcomes with an accent on value realization and retention. Focus on analyzing product usage, conducting quarterly reviews, and collaborating with sales and product teams to identify growth opportunities and resolve issues.

Location: United States (Remote) - Ability to work 100% remotely.

Salary: $90,000 - $115,000 USD base plus bonuses/commission.

Company

Leader in AI-powered marketing solutions for multi-location businesses, trusted by top brands like Ford and Ace Hardware.

What you will do

• Develop and maintain strong relationships with key client stakeholders to ensure success and satisfaction.
• Act as lead point of contact for strategic client matters, anticipate needs, and meet deliverables.
• Plan regular check-ins, monitor usage, and generate insights to enhance client experience.
• Collaborate with sales, marketing, and product teams to maximize product value and drive growth.
• Prepare and deliver quarterly/annual reviews aligning with client business goals.
• Handle issues, advocate customer needs cross-departmentally, and identify expansion opportunities.

Requirements

• 5+ years in customer success or account management, preferably SaaS for enterprise clients
• Strong empathy, passion for revenue/growth, and ability to drive product value
• Excellent communication to manage stakeholders at all levels
• Experience with complex multi-divisional/geographical customers
• Proficient in tools like Gainsight, Salesforce; strong analytical/problem-solving skills
• Bachelor's degree in Business Administration, Marketing, Communications, or related

Culture & Benefits

• Comprehensive health, dental, vision insurance, wellness incentives
• 401(k) with employer match
• Flexible paid time off, quarterly wellness days, paid holidays
• Remote work environment with global team
• Collaborative, fast-paced culture encouraging thought leadership
• Unique employee engagement programs and career growth opportunities