Strategic Customer Success Manager

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🔥 0 minutes ago

🏄 California, New York – Remote

🏄 California – Remote 🗽 New York – Remote

💵 $140k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Miter

WebsiteLinkedInAll Job Openings

1 - 10 employees

☁️ SaaS

👥 HR Tech

SaaS • HR Tech • Construction

Miter is the leading provider of HR, payroll, time-tracking, scheduling, and compliance software specifically designed for contractors in the construction industry. Their comprehensive platform offers solutions for onboarding, attracting, and retaining employees, managing construction payroll with prevailing wages and union rates, and ensuring compliance on public works projects. Miter's cloud-based tools enable simplified time-tracking, expense management, and workforce scheduling, enhancing productivity and efficiency for construction companies. The platform also integrates seamlessly with other systems, offering certified payroll and fringe benefit reports, job costing, and vendor management solutions. Contractors of all sizes rely on Miter to manage their teams, projects, and payments with precision and ease.

📋 Description

• Own a portfolio of strategic accounts (~$2–$3M in ARR) and carry the number for both gross revenue retention (GRR) and net revenue retention (NRR), proactively forecasting and de-risking every renewal. • Drive deep, durable adoption of the Miter platform across payroll, HR, and finance workflows — monitoring health signals, building success plans, and intervening early to keep accounts on track to value. • Identify, qualify, and advance Customer Success Qualified Leads (CSQLs) — surfacing upsell and cross-sell opportunities and partnering with Sales to convert them into expansion revenue. • Establish and deepen trusted-advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations), running executive business reviews that tie Miter to measurable business outcomes. • Build and maintain account plans for each customer — stakeholder maps, success metrics, value-realization roadmaps, and risk registers — and execute against them with clear milestones. • Serve as the point of accountability when issues arise, coordinating cross-functional response, communicating clearly with executives, and driving escalations to resolution. • Operate with minimal oversight to push initiatives, renewals, and expansion efforts across the finish line — owning outcomes end-to-end, not just activities. • Work closely with Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure seamless handoffs, relay customer insights, and advocate for improvements that reflect customer needs and industry trends. • Contribute to playbooks, process improvements, and team best practices — turning learnings into leverage as we grow the Strategic CS motion.

🎯 Requirements

• 6+ years in customer success, account management, consulting, or a fast-growing services/ops role — ideally owning enterprise or strategic accounts • Demonstrated ownership of an Enterprise book of business with a track record of strong gross and net revenue retention and expansion against quota • Experience building relationships with and presenting to C-suite and senior executive stakeholders • Experience with payroll, accounting, tax, HCM, ERP, or other financial/operational products • Strong account-planning and project-management skills; able to manage multi-month initiatives and drive them to completion • Comfort working with data (Excel/Sheets) to diagnose health, quantify value, and build the business case for expansion • Ability to understand integrations, APIs, and technical documentation well enough to unblock customers • Consistently handle escalated account situations and drive them to resolution while keeping internal executives and client stakeholders aligned. • Highly organized, detail-driven, and adaptable when things aren’t fully defined • HCM, ERP, and/or construction industry exposure (a plus)

🏖️ Benefits

• Competitive Compensation: We offer competitive (well above “market”) salary, commission, and equity packages. • Medical Insurance: Comprehensive medical, dental, FSA, vision plans to suit you and your family’s needs. • 401(k) Retirement Plan: Company-matched contributions to help you plan for your future. • Flexible PTO: Take the time you need to recharge and be your best self. • Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents. • Learning & Development: We offer every employee an annual educational allowance to explore external professional development. • Office Extras: Snacks, coffee, lunch, and commuter benefits for in-office Mitosaurs. • Community: Company-wide and team-specific off-sites per year.