Strategic Customer Success Manager

Role overview

Guide a portfolio of complex global enterprise customers through the post-sale journey, helping them adopt a technical product, change engineering workflows, and achieve measurable business value. The role combines executive advising, retention ownership, risk management, and partnership with sales and technical teams to support long-term customer growth.

Responsibilities - Own gross revenue retention across assigned accounts and contribute to expansion and net retention. - Build customer success strategies, map stakeholders, and agree on goals and measures of success. - Lead executive reviews that connect product adoption with business outcomes and return on investment. - Coordinate implementation timelines, milestones, and change management with customer champions and technical advisors. - Identify risks early, develop mitigation plans, and use usage data and customer feedback to guide account strategy. - Work with sales on renewals, expansion planning, late-stage rollout plans, and customer advocacy.

Requirements - At least 7 years in customer success, strategic consulting, or enterprise account management. - Experience driving transformation and measurable value across large, global enterprise accounts. - Background with customer journey planning and success programs in a high-value SaaS environment. - Record of partnering with sales on complex account growth and renewal strategies. - Familiarity with enterprise procurement, security, and compliance processes. - Strong executive communication, organization, analytical judgment, and comfort in a fast-moving environment; willingness to travel up to 25%.

Nice to have - Experience with engineering, manufacturing, design, or technical tools, including CAD or product lifecycle systems. - Familiarity with land-and-expand SaaS models or vertical software markets.