Senior Client Success Manager

Description

As a Senior Client Success Manager, you will serve as a trusted advisor to a portfolio of enterprise clients, ensuring they realize measurable value from their investment in Strider’s platform and services.

• Lead the onboarding experience for new enterprise customers, ensuring a seamless transition from Sales and rapid time-to-value.
• Develop and execute strategic engagement plans that drive product adoption, customer satisfaction, and long-term success.
• Build trusted relationships with executive sponsors, champions, and key stakeholders across client organizations.
• Serve as the primary point of contact for strategic customer needs, coordinating internal resources to resolve issues and deliver successful outcomes.
• Conduct regular business reviews that measure progress against client objectives, identify new opportunities, and strengthen partnerships.

Client Success & Relationship Management

• Lead the onboarding experience for new enterprise customers, ensuring a seamless transition from Sales and rapid time-to-value.
• Develop and execute strategic engagement plans that drive product adoption, customer satisfaction, and long-term success.
• Build trusted relationships with executive sponsors, champions, and key stakeholders across client organizations.
• Serve as the primary point of contact for strategic customer needs, coordinating internal resources to resolve issues and deliver successful outcomes.
• Conduct regular business reviews that measure progress against client objectives, identify new opportunities, and strengthen partnerships.

Growth & Retention

• Maintain accurate account health assessments, opportunity forecasts, and customer success plans.
• Monitor customer health, usage trends, and adoption metrics to proactively identify risks and expansion opportunities.
• Partner closely with Sales to support renewals, identify cross-sell and upsell opportunities, and contribute to strong net revenue retention.
• Lead annual contract renewal activities while maintaining a consultative, value-focused approach.

Cross-Functional Leadership

• Share customer insights with Product, Engineering, Marketing, and Leadership teams to influence product improvements and enhance the client experience.
• Contribute to the development of scalable Client Success processes, tools, and best practices as the organization continues to grow.
• Support the evolution of the Client Success function by sharing expertise and helping improve team operations.

Performance

• Meet or exceed established goals for customer satisfaction (CSAT), renewals, adoption, and net revenue retention.