Strategic Customer Success Manager, Enterprise (Financial Services)

Location: New York or Atlanta, United States; hybrid workplace

Salary: $160,000–$175,000 per year base compensation, with applicable bonus programs discussed during the recruiting process.

Company

Provides digital communications risk management and intelligence solutions for regulated organizations across more than 80 communication channels.

What you will do

• Manage the full customer lifecycle for enterprise accounts, including adoption, growth, health, governance, and retention.
• Build and maintain senior executive relationships and lead strategic account planning with Account Executives.
• Drive product adoption, identify growth opportunities, and measure and report customer health.
• Identify at-risk clients, develop remediation and escalation plans, and coordinate cross-functional issue resolution.
• Establish customer governance structures, communication cadences, and Executive Business Reviews.
• Lead account meetings, negotiate complex renewals, maintain CRM records, and coach the Customer Success team on best practices.

Requirements

• 10+ years of experience in customer-facing B2B and/or SaaS roles.
• Bachelor’s degree in business or technology, or comparable experience, plus 5+ years in Customer Success.
• Experience working with enterprise customers and driving customer health, satisfaction, loyalty, and advocacy.
• Executive-level communication and presentation skills, strong organization, problem-solving ability, and technical acumen.
• Ability to work through matrixed organizations, manage multiple priorities, and achieve defined customer activity metrics and service-level objectives.
• Experience with Salesforce, Gainsight, and Jira.

Nice to have

• Familiarity with banks, broker-dealers, hedge funds, private equity firms, fintech companies, and venture capital funds and their technology needs.

Culture & Benefits

• Collaborative environment focused on purposeful innovation, humility, humor, and continuous learning.
• Work with communications platforms and leading cloud infrastructure platforms.
• Use AI and machine learning technology to support customers at scale.
• Global organization committed to diversity and helping employees bring their authentic selves to work.