Strategic Customer Success Manager

🕒 September 18

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.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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Agiloft

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1991

⚖️ Legal

💼 Consulting

🏥 Healthcare

💰 $45M Private Equity Round on 2020-08

Legal • Consulting • Healthcare

Agiloft is a leading provider of enterprise contract lifecycle management (CLM) solutions designed to streamline and enhance the contracting process. Their Data-first Agreement Platform is a force multiplier that helps organizations reach agreements quickly and collaboratively, leveraging data to operate smarter and more transparently. Agiloft's offerings include integration hubs and an AI platform tailored for business services, healthcare, legal professionals, and procurement. With a high customer retention rate and recognition as a leader in the Gartner Magic Quadrant for CLM, Agiloft is known for its user-friendly no-code interface and robust service and support. The company emphasizes direct relationships and trust, promising to help clients 'Agree and Thrive.

📋 Description

• Serve as the primary Customer Success partner for a portfolio of high-value and strategically important customers • Build trusted relationships across complex customer organizations, including senior and executive stakeholders • Develop customer success plans and measurable outcomes aligned with business objectives • Conduct strategic customer engagements and Business Reviews • Advise customers on Agiloft capabilities, functionality, best practices, configurations, and technical setups • Guide feature adoption, onboarding, and change management • Monitor usage, engagement, account health, risks, and opportunities • Develop strategies to improve adoption, address challenges, and strengthen value realization • Partner with Account Managers on renewal and growth strategy • Identify and qualify upsell, cross-sell, and expansion opportunities • Maintain accurate account information, risks, opportunities, and activity in relevant systems • Coordinate with Implementation, Support, Sales, Product, Engineering, partner implementers, and other stakeholders • Represent the customer voice internally and contribute to product, process, and customer experience improvements • Leverage AI-enabled tools to improve productivity and streamline Customer Success workflows • Perform other duties as assigned

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, Relationship Management, or a related customer-facing role within a SaaS or technology environment • Experience managing high-value, complex, or strategically important customer relationships • Experience supporting complex service engagements and working across multiple customer stakeholders, priorities, or use cases • Proven experience building and maintaining trusted customer relationships while driving adoption, retention, value realization, and growth • Strong product and technical acumen, including ability to conduct product demonstrations and provide consultative guidance on product configurations • Strong interpersonal and communication skills for engaging stakeholders at varying levels of seniority, including senior and executive stakeholders • Strong critical thinking and problem-solving skills • Ability to use data, customer insights, and business context to inform account strategy and recommendations • Strong organization and prioritization skills; ability to independently manage multiple complex customer relationships and competing objectives • Demonstrated ability to collaborate and influence across functions to drive customer outcomes • Adaptability and comfort operating in a fast-paced, remote environment • Experience using AI-enabled tools, automation, or other advanced systems to support productivity and day-to-day work

🏖️ Benefits

• Healthy work/life balance • Floating holidays • Quarterly, no-questions-asked wellness day • Employee Resource Groups (ERGs)