Remote job
Senior Customer Success Manager, Strategic Accounts
Job details
About this role
Role overview
Own long-term success for a portfolio of major franchise and multi-location business customers using field service software. The role combines executive relationship management, product adoption, customer insights, and cross-functional coordination to strengthen customer outcomes and identify ways to improve the product and service experience.
Responsibilities
- Build trusted relationships with corporate contacts and guide franchise teams and end users in effective product workflows. - Partner with customers and product managers to shape enhancement requests, and advise on account-specific features. - Plan initiatives that improve product adoption, satisfaction, and customer advocacy. - Review engagement data and customer feedback to identify trends, value drivers, and opportunities for action. - Prepare and present business reviews with recommendations tied to customer goals and product value. - Handle escalated support issues, maintain accurate account records, identify experience improvements, and assist with onboarding when needed.
Requirements
- At least five years of relevant experience managing multiple accounts, projects, or both, with a record of strong results. - Excellent account and project management skills, with careful attention to detail. - Ability to learn software quickly and help customers make effective use of its capabilities. - Proactive judgment to anticipate risks, remove roadblocks, and solve problems in ambiguous situations. - Strong communication, organization, collaboration, and ability to adapt as customer and project needs change. - Willingness to travel domestically, estimated at under 15%.
Benefits and work setup
- Flexible time off and work hours, along with onboarding, learning and development opportunities, and recognition programs. - Health coverage options, savings accounts, retirement matching, and telehealth support. - Parental support and family-related benefits, including fertility, surrogacy, and adoption assistance.