Strategic Customer Success Manager

Role overview Own post-sale customer relationships for a technical software product, helping organizations get started, adopt it effectively, and achieve their intended outcomes. This commercially focused customer success role combines implementation guidance and risk management with renewal forecasting and account expansion.

Responsibilities - Guide new customers from sales handoff through activation, creating success plans and coordinating onboarding milestones. - Track adoption and customer goals, recommend suitable enablement, and provide implementation guidance. - Identify risks to adoption or retention, develop mitigation plans, and coordinate action across the account team. - Build trusted relationships with customer advocates and executives, using outcomes and success measures to demonstrate value. - Identify opportunities to increase product usage or expand purchases in line with customer needs. - Own renewal execution and weekly forecasting in coordination with customers, sales, and deal support teams.

Requirements - At least 5 years in a customer-facing role such as account management, customer success, or implementation, with a record of meeting or exceeding targets. - Experience managing renewals and being accountable for retention targets or quotas. - Strong discovery, qualification, project management, and cross-functional coordination skills. - Experience supporting a technical product and communicating with developers or other technical users; DevOps experience is preferred. - Familiarity with both proactive and reactive customer success work. - Ability to advocate for customer needs while balancing them with company goals and direction.

Nice to have Training in a structured sales methodology, such as MEDDIC or Command of the Message.

Benefits and work setup The source lists target pay ranges by U.S. location: $171,200–$235,400 in Zone 1, $154,100–$211,860 in Zone 2, and $145,500–$200,090 in Zone 3. Pay varies by location; the listing notes total compensation may include additional components.