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.
• Highly organized, detail-driven, and adaptable when things aren’t fully defined.

Qualifications

• HCM, ERP, and/or construction industry exposure (a plus).

Skills

• Strategic thinking and problem-solving skills.
• Excellent communication and presentation skills.
• Ability to manage multiple priorities and deadlines.
• Strong analytical and data-driven mindset.

Benefits

• Competitive Compensation: Well above market salary, commission, and equity packages.
• Medical Insurance: Comprehensive medical, dental, FSA, vision plans.
• 401(k) Retirement Plan: Company-matched contributions.
• Flexible PTO: Time off to recharge and be your best self.
• Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.
• Learning & Development: Annual educational allowance for professional development.
• Office Extras: Snacks, coffee, lunch, and commuter benefits.
• Community: Company-wide and team-specific off-sites per year.
• Hybrid vs. Remote Approach: 3 days a week in the office for roles listed as hybrid, otherwise remote or in other cities.

Pay

$140K - $160K

Schedule

Hybrid or remote, depending on the role and location.