Strategic CSM

Location: Remote - US based candidates only, no visa sponsorship available

About the role

This role will lead work at the intersection of data, AI-enabled capabilities, and scalable technology delivery. You will partner with business, technical, and operational stakeholders to build reporting, surface trends, and translate analysis into action. The position offers the opportunity to strengthen data-driven execution and help teams focus on the metrics that matter most within a technology-driven environment.

Responsibilities

• Manage a book of business with direct accountability for Net Revenue Retention (NRR) and retention outcomes
• Exceed targets for gift spend on a monthly, quarterly, and annual basis
• Build and grow strategic relationships with multiple stakeholders at each customer
• Onboard and activate new customers from expansion efforts
• Conduct regular cadence calls to ensure customer value and share best practices
• Collaborate with sales partners to centralize decision-making within decentralized organizations
• Identify upsell opportunities for additional gifting campaigns
• Lead executive business reviews to assess progress and mitigate challenges
• Drive retention campaign outreach to ensure repeat business
• Serve as the main contact for customer issue escalation and resolution
• Utilize AI tools to analyze customer data and prioritize impactful actions
• Provide product feedback to technical teams for product roadmap contributions

Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience
• 6+ years of experience in a customer-facing role at a SaaS/tech company
• Experience as a Customer Success Manager or related role managing a book of business for Fortune 500 companies
• Proficient in working with senior stakeholders at large enterprise organizations
• Creative problem-solver comfortable handling objections

Pay

$100,000 – $120,000 annually

Benefits

• Free healthcare, including vision and dental
• Generous 401k match
• Flexible PTO
• Paid family leave
• Summer Fridays year-round
• Company gifts for employee recognition and appreciation