Senior Customer Success Manager, Strategic Accounts

What You'll Do

• Own the full customer lifecycle for ±15 strategic enterprise accounts, ensuring every milestone—from kickoff to renewal—is anchored in documented use cases and clear value realization.
• Maintain a disciplined cadence of strategic interactions (including structured 90-day reviews and impact assessments), ensuring our customer interactions focus on business outcomes.
• Actively conduct use-case discovery to surface new business unit sponsors, partnering closely with Sales counterparts to deliver the qualitative and quantitative impact data that secures smooth renewals and drives organic growth.
• Interpret usage data, user persona shifts, and behavioral trends to predictively identify risk and expansion opportunities, deploying targeted, outcome-based playbooks.
• Partner with cross-functional teams to deploy purposeful, journey-mapped enablement modules that serve the customer's direct business goals, ensuring learning translates into sustained behavioral adoption.
• Manage internal and external stakeholders effectively, turning relationship-building with admins and business sponsors into strategic partnerships rather than administrative task lists.

What You'll Bring

• 5+ years of Enterprise SaaS Customer Success experience managing high-value, complex portfolios (ideally 10–25 Fortune 500 accounts).
• Exceptional consultative discovery and multi-threading skills; a proven track record of moving past technical/admin buyers to establish deep, trusted partnerships with cross-functional business unit leaders.
• A disciplined, process-oriented approach to execution; experience building or working within a structured operating rhythm.
• Commercial acumen and a data-driven mindset; comfortable analyzing utilization trends and connecting software adoption metrics directly to a customer's strategic objectives.
• Familiarity with enterprise CS tools (like Gainsight and Tableau) to maintain clean documentation and translate platform insights into actionable account plans.
• Travel purposefully (up to 15%) to conduct in-person discovery sessions, workshops, executive alignment deep-dives, and strategic business reviews, leveraging face-to-face presence to break through organizational silos and solidify long-term partnerships within your strategic accounts.

Pay

The base salary + variable pay for this role ranges from $154,500 - $193,125 + benefits. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.