Manager, Customer Success – Strategic Accounts

Job not on LinkedIn

🕒 September 1

🇺🇸 United States – Remote

💵 $120k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Employ Humanity

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2017

💼 Consulting

📣 Marketing

👥 HR Tech

Consulting • Marketing • HR Tech

Employ Humanity is a leadership development and culture design firm founded by Bill Marklein that helps organizations build servant leadership, stronger workplace culture, and employer branding through keynote speaking, workshops, conferences, training programs (including Sunday Night Leadership®), team courses, and strategic retreats. The company organizes events like Leadership Day at Lambeau Field, offers speaking and corporate training services, and promotes workplace excellence and employee engagement to business audiences. Employ Humanity also maintains a large social audience and supports membership, nominations, and awards to celebrate leadership and great workplaces.

📋 Description

• Lead, mentor, and set performance expectations for a team of Customer Success Managers • Conduct regular evaluations and provide timely, constructive feedback • Foster collaboration, accountability, and continuous improvement • Recruit, hire, and onboard talent • Run structured 1:1s reviewing books of business, escalations, OKR pacing, cancellation forecasts, and renewal pipelines • Review customer calls and provide documented coaching on renewal discovery, negotiation, value and ROI framing, and objection handling • Run weekly team meetings and audit CRM or customer success platform data quality • Manage executive-level relationships across High Touch and Strategic Accounts • Lead or support complex, high-risk, and high-value renewal conversations • Guide CSMs on account strategy, problem-solving, and relationship-building • Own the end-to-end renewals process and ensure early engagement, renewal intent, documented strategies, and risk tracking • Ensure standard price uplift positions and drive forecast discipline • Partner with Sales and Finance/Deal Desk to structure renewal terms • Ensure accounts have outcome-based success plans and adoption playbooks • Maintain multi-threaded relationships and build second-layer relationships on key accounts • Own the voice-of-customer loop, including NPS follow-up and detractor action plans • Resolve escalations within SLA and document risk and sentiment data • Develop segment strategy, account coverage strategy, territory design, and resource planning • Analyze book-of-business trends and develop playbooks for health, adoption, retention, and expansion • Collaborate with Sales, Product, Marketing, and Support leadership • Establish KPIs, dashboards, and reporting for retention and growth objectives • Own segment-level GRR, NRR, churn, uplift expansion, renewal rate, forecast accuracy, multi-year renewals, logo retention, health scores, NPS, adoption, and business review completion • Prepare reports for senior management • Track team capacity and recommend headcount changes • Identify skill gaps and implement training and workshops • Ensure timely completion of enablement and maintain product and roadmap expertise

🎯 Requirements

• Proven leadership experience in a high-growth, fast-paced SaaS environment • Minimum of 5 years of relevant experience in Customer Success or Account Management • At least 2 years of experience at the leadership level • Assertive, positive, and effective written and verbal communication • Strong attention to detail • Ability to influence credibly at all organizational levels, including executive and C-level • Ability to understand and articulate new technologies and their value propositions • Ability to thrive in a dynamic, fast-paced environment while managing a high volume of customer interactions and team coaching

🏖️ Benefits

• Remote-first culture with flexible work scheduling • Unlimited PTO • Medical, dental, and vision coverage • Training, mentorship, and learning and development programs • Career development opportunities • Regular in-person meetups • Performance bonuses • Equity • Comprehensive benefits package

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