Strategic Customer Success Manager (CSM)

About the role

We are seeking a Strategic Customer Success Manager to own and grow relationships with our Enterprise and strategic clients. This role will take a consultative, data-driven relationship builder who can engage confidently with executives while also guiding frontline users through adoption and change management.

Responsibilities

• Achieve Net Revenue Retention (NRR) goals with responsibility for the retention, churn and upsell processes.
• Operate with a high degree of autonomy; serve as a thought partner to CS and Sales leadership on strategic account approach.
• Actively support AI implementation within the team; identify opportunities to apply AI tools to existing workflows and serve as a resource for peers during adoption.
• Serve as the primary point of contact and trusted advisor for strategic/enterprise accounts.
• Develop and execute account success plans aligned to customer business goals and KPIs.
• Build and maintain strong relationships with C-level and senior stakeholders, influencing strategic decision-making.
• Analyze customer usage and outcome data, turning insights into actionable recommendations and a strong value proposition during Account Reviews.
• As an escalation point, coordinate internal resources to resolve complex issues.
• Provide structured feedback to inform product development and marketing initiatives.
• Utilize various selling tactics to engage with current customers and identify opportunities for increased revenue in partnership with Sales.
• Engage with the Sales and Implementation team upon customer acquisition to gain understanding of customer need to assist long term with product adoption.
• Manage account renewals and mitigate churn through proactive engagement utilizing multiple data sources (i.e. CSAT scores, platform utilization, and AI agents).
• Participate in product promotions (webinars, lunch and learn events, etc) to support both new sales and upsell opportunities.
• Utilize WorkBright tech stack (including but not limited to Salesforce, Quoter, Vitally, and AI agents) to manage accounts, maintain updated stages and account health and forecast opportunities.
• Represent the "voice of the customer" internally and contribute thought leadership externally (e.g., case studies, business reviews).

Qualifications

• 4 - 7+ years of experience in Customer Success, Account Management, or Consulting within SaaS or technology.
• Preference given to candidates familiar with HR SaaS platforms.
• Proven success managing and growing strategic or enterprise accounts.
• Experience using AI agents and/or dashboards to monitor and maintain account health, or desire to learn how to leverage AI for this and other purposes.
• Demonstrated ability to engage with and influence senior executives (VP/C-Suite).
• Strong consultative and problem-solving skills; ability to align solutions with customer needs.
• Analytical mindset with experience leveraging data to drive strategy and decisions.
• Excellent communication and presentation skills, including executive-level delivery.
• Experience in digital transformation, change management, or complex adoption strategies preferred.
• Highly self-motivated, adaptable, and able to thrive in fast-paced environments.
• Willingness to travel for client meetings, business reviews, and industry events as needed.
• Proven track record of exceeding assigned KPIs such as quota or customer satisfaction scores, preferably within a SaaS company with a B2B product.
• Strong technical aptitude. Expect above-average skills in Google for Business or other similar platforms.