Sr. Strategic Customer Success Manager

Responsibilities

• Build trusted relationships with executives and operational stakeholders across customer organizations.
• Act as the customer’s advocate internally, ensuring their needs influence product, support, and go-to-market priorities.
• Position our solutions as enablers of the customer’s most strategic business initiatives.
• Lead joint success planning to align customer goals with solution capabilities.
• Partner with Solution Consultants to interpret adoption signals and connect them to measurable business outcomes.
• Provide Account Executives with health insights that inform renewal and expansion strategies.
• Lead executive business reviews (EBRs) with data-driven updates on ROI, outcomes, and roadmap alignment.
• Facilitate model governance sessions to ensure transparency, compliance, and confidence in solution performance.
• Run cross-line-of-business and global alignment programs to unify strategy and execution across customer divisions or regions.
• Support change management, benchmarking, and operational excellence programs that help customers scale solutions across the enterprise.
• Promote advocacy by identifying opportunities for customers to serve as references, case studies, or industry champions.
• Own the holistic view of account health, combining adoption, engagement, and satisfaction data.
• Identify risks early and orchestrate internal resources to mitigate churn.
• Provide structured reporting and health insights to customers and internal stakeholders.
• Ensure customers receive timely support and guidance across all engagements.
• Take ownership of managing and resolving critical escalations with urgency and transparency.
• Partner with internal stakeholders to remove friction and ensure seamless customer experiences.
• Lead complex customer programs and set the standard for strategic enterprise engagement.
• Channel customer feedback into product innovation and roadmap direction.
• Mentor junior teammates, fostering a culture of learning and growth.

Qualifications

• Proven track record of building strong relationships with senior executives and operational stakeholders.
• Experience in driving strategic success planning and ensuring customer outcomes are met.
• Ability to facilitate executive business reviews and governance forums.
• Strong analytical skills to interpret adoption signals and connect them to measurable business outcomes.
• Excellent communication and collaboration skills to work effectively with multiple teams.
• Experience in promoting customer advocacy and serving as references, case studies, or industry champions.
• Knowledge of customer health metrics and ability to identify and mitigate risks early.
• Experience in managing and resolving critical escalations with urgency and transparency.
• Ability to lead complex customer programs and set standards for strategic enterprise engagement.
• Passion for driving product innovation and roadmap direction through customer feedback.