Strategic Customer Success Manager

About the role

This role is for a Strategic Customer Success Manager who will own the largest and most complex customer relationships post-launch. Key responsibilities include managing a book of business in the $2–$3M ARR range, driving deep adoption of the Miter platform, building C-suite relationships, and ensuring customer success through strategic account planning and escalation management.

Responsibilities

• Own a portfolio of strategic accounts (~$2–$3M in ARR) and carry the number for both gross revenue retention (GRR) and net revenue retention (NRR), proactively forecasting and de-risking every renewal.
• Drive deep, durable adoption of the Miter platform across payroll, HR, and finance workflows — monitoring health signals, building success plans, and intervening early to keep accounts on track to value.
• Identify, qualify, and advance Customer Success Qualified Leads (CSQLs) — surfacing upsell and cross-sell opportunities and partnering with Sales to convert them into expansion revenue.
• Establish and deepen trusted-advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations), running executive business reviews that tie Miter to measurable business outcomes.
• Build and maintain account plans for each customer — stakeholder maps, success metrics, value-realization roadmaps, and risk registers — and execute against them with clear milestones.
• Serve as the point of accountability when issues arise, coordinating cross-functional response, communicating clearly with executives, and driving escalations to resolution.
• Operate with minimal oversight to push initiatives, renewals, and expansion efforts across the finish line — owning outcomes end-to-end, not just activities.
• Work closely with Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure seamless handoffs, relay customer insights, and advocate for improvements that reflect customer needs and industry trends.
• Contribute to playbooks, process improvements, and team best practices — turning learnings into leverage as we grow the Strategic CS motion.

Requirements

• 6+ years in customer success, account management, consulting, or a fast-growing services/ops role — ideally owning enterprise or strategic accounts.
• Demonstrated ownership of an Enterprise book of business with a track record of strong gross and net revenue retention and expansion against quota.
• Experience building relationships with and presenting to C-suite and senior executive stakeholders.
• Strong account-planning and project-management skills; able to manage multi-month initiatives and drive them to completion.
• Comfort working with data (Excel/Sheets) to diagnose health, quantify value, and build the business case for expansion.
• Ability to understand integrations, APIs, and technical documentation well enough to unblock customers.
• HCM, ERP, and/or construction industry exposure (a plus).

Qualifications

• Strong organizational and communication skills.
• Ability to handle escalated account situations and drive them to resolution while keeping internal executives and client stakeholders aligned.
• Highly organized, detail-driven, and adaptable when things aren’t fully defined.

Skills

• Customer success, account management, consulting, or a fast-growing services/ops role.
• Enterprise or strategic account ownership.
• C-suite relationship building.
• Account planning and project management.
• Data analysis and interpretation.
• Technical understanding of HCM, ERP, or construction industry products.

Benefits

Competitive Compensation: We offer competitive (well above “market”) salary, commission, and equity packages.

Medical Insurance: Comprehensive medical, dental, FSA, vision plans to suit you and your family’s needs.

401(k) Retirement Plan: Company-matched contributions to help you plan for your future.

Flexible PTO: Take the time you need to recharge and be your best self.

Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.

Learning & Development: We offer every employee an annual educational allowance to explore external professional development.

Office Extras: Snacks, coffee, lunch, and commuter benefits for in-office Mitosaurs.

Community: Company-wide and team-specific off-sites per year.

Hybrid vs. Remote Approach: We believe the magic of Miter comes from working side by side. We also believe in work flexibility. For roles that are listed as hybrid, our approach is 3 days a week in the office giving us the chance to connect, brainstorm, and build stronger relationships. If you live within a reasonable commute to either our New York City or San Francisco offices, we ask that you work in our hybrid approach. Otherwise, for roles listed as remote or in other cities where we don't have an office location, there is no requirement to work in our hybrid approach. We do travel a few times a year for onboarding, company-wide and team specific off-sites!

Talent Community: Not seeing a role that matches your background right now? Apply to our Talent Community, and we’ll reach out if a role opens up that aligns with your experience!

Equal Opportunity: Miter provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Compensation Range: $140K - $160K