Strategic Customer Success Manager

Job not on LinkedIn

🕒 May 2

🌵 Arizona, California, +27 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote 🦬 Montana – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

💵 $100k - $120k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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SAI360

WebsiteLinkedInAll Job Openings

201 - 500 employees

📋 Compliance

☁️ SaaS

🏢 Enterprise

Compliance • SaaS • Enterprise

SAI360 is a company that specializes in governance, risk, and compliance (GRC) solutions. It provides innovative software and training designed to help organizations gain a comprehensive view of risks, making informed decisions to manage threats and seize opportunities. SAI360 offers a centralized platform with integrated modules for ethics and compliance training, enabling businesses to effectively manage risk, foster an ethical culture, and simplify the navigation of complex regulatory landscapes. With a global workforce and tailored solutions, SAI360 serves industries such as banking, healthcare, manufacturing, and more, ensuring compliance and security across various sectors.

📋 Description

• Own a portfolio of high-value enterprise and strategic accounts (primarily six-figure ARR), with accountability for retention, growth, and long-term customer value realization. • Act as a trusted advisor to all customer stakeholders (Director–C-level), aligning to customer business objectives and risk management priorities. • Lead development and execution of Mutual Success Plans tied to measurable business outcomes, adoption milestones, and renewal strategy. • Drive engagement through regular business reviews, value storytelling, and ROI demonstration. • Identify and proactively mitigate risk across accounts, including underutilization, stakeholder change, and product gaps. • Partner cross-functionally (Sales, Product, Support, Services) to influence roadmap, improve customer experience, and remove adoption barriers. • Participate in renewal strategy in partnership with Account Management. • Identify expansion opportunities through deep understanding of customer environment, regulatory landscape, and evolving needs. • Serve as escalation point for critical accounts, balancing urgency with strategic resolution. • Translate product capabilities into business value, particularly across GRC workflows, compliance programs, and reporting needs. • Leverage data (usage, health scores, KPIs) to drive insights, recommendations, and proactive outreach. • Travel to priority customers to strengthen relationships, conduct gap analysis, report on usage and lead value driven discussions (approximately 10% travel is estimated). • Track and report result of all customer initiatives within salesforce.com

🎯 Requirements

• 7+ years in Customer Success, Professional Services, Account Management, or related client-facing roles within SaaS or technology organizations • Proven experience managing enterprise or strategic accounts with six-figure+ contract values • Demonstrated ability to influence senior stakeholders and drive executive-level conversations • Strong understanding of Governance, Risk, and Compliance (GRC) or adjacent domains (compliance, audit, risk, ethics) • Experience building success plans, leading QBRs/EBRs, and driving measurable customer outcomes • Technical aptitude with ability to understand product architecture, data flows, and reporting (SQL, Power BI, or similar strongly preferred) • Experience navigating complex organizations and managing competing priorities across stakeholders • Basic technical ability with Microsoft Office 365 products, salesforce.com or other popular CRM brands, Zendesk, and remote meeting tools (i.e. Teams, Zoom) • Technical knowledge on queries (SQL) and Power BI reporting tool is a pro • Excellent interpersonal, written, and verbal communication skills required along with the ability to collaborate within a remote-work environment throughout all levels of the organization. • High ownership mentality with bias toward action, especially in ambiguous or high-risk situations. • Ability to influence without authority across internal and external stakeholders. • Comfortable operating in both strategic and tactical layers without losing momentum. • Ability to collaborate with and influence internal and external partners. • Have a positive attitude with an innovation and change mentality. • Expected to work independently, and as part of a virtual team where open, collaborative communication is encouraged. • Self-starter with strong initiative, ownership, and accountability to the business.

🏖️ Benefits

• PTO leave • Quarterly wellness days • Employee Assistance Program (EAP) • Healthcare benefits • Bonus incentives • 401(k) match • Pet insurance • FSA account