Strategic Customer Success Manager – Remote

Role overview

Manage a portfolio of high-value, strategically important customers using a contract lifecycle management platform. You will act as a trusted advisor, develop a detailed understanding of customer objectives, and guide adoption, value realization, retention, and expansion across complex stakeholder environments. The work combines strategic account planning, product expertise, consultative guidance, risk management, and close coordination with account management and internal delivery teams.

Responsibilities

- Build durable relationships with strategic customers and engage stakeholders at operational, senior, and executive levels. - Create account strategies informed by customer goals, usage data, business context, health indicators, risks, and growth opportunities. - Guide customers through product capabilities, configurations, demonstrations, and adoption plans that support their business priorities. - Monitor customer health and proactively address challenges across complex services, use cases, stakeholder groups, and competing priorities. - Coordinate with Account Managers and cross-functional teams to resolve issues, improve outcomes, and identify opportunities to expand customer value. - Use customer insights and performance data to support retention, sustained adoption, measurable results, and long-term success.

Requirements

- At least five years of experience in Customer Success, Account Management, Relationship Management, or a related customer-facing role in SaaS or technology. - Experience managing high-value, complex, or strategically important customer relationships. - Background supporting complex service engagements involving multiple stakeholders, priorities, or use cases. - Demonstrated success driving adoption, retention, value realization, and growth through trusted customer relationships. - Strong product and technical judgment, including the ability to demonstrate software and provide consultative configuration guidance. - Excellent communication, critical thinking, organization, prioritization, and cross-functional influence skills. - Ability to work independently in a fast-moving remote environment and use AI-enabled tools or automation to improve productivity.

Benefits and work setup

The organization describes a remote-friendly environment focused on work-life balance, inclusion, professional support, floating holidays, and a quarterly wellness day. Employee resource groups and an inclusive workplace culture are also available.