Senior Strategic Account Manager

🔥 12 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟠 Senior

💰 Account Manager

👻 Ghost score 13%

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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CustomerGaige

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2007

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 Seed Round - CustomerGauge on 2020-01

SaaS • B2B • Artificial Intelligence

CustomerGauge is a B2B customer experience (CX) platform that captures account-level, real-time feedback and ties Net Promoter Score (NPS) and other signals directly to revenue, risk, and financial outcomes. The platform emphasizes Account-Centric and Revenue-Based NPS, provides dashboards and analytics (including a Monetize CX view), and includes AI-driven agents (Gaige AI) that analyze unstructured feedback and generate response recommendations and action signals. CustomerGauge is sold as a SaaS solution for B2B companies across industries (manufacturing, CPG, logistics, technology, services) to protect and grow account revenue by surfacing churn risk, expansion opportunities, and prescriptive playbooks for closing the loop with customers.

📋 Description

• Partner with customers to define success metrics and demonstrate measurable business outcomes • Communicate ROI to executive stakeholders and establish CustomerGauge as a strategic partner • Manage the entire strategic account portfolio • Achieve assigned strategic account KPIs and OKRs • Maintain a team Net Retention Rate of 105% • Ensure one touch per account each month • Conduct 10 Impact Reviews per quarter with key client stakeholders • Establish and nurture long-term client relationships • Build trusted executive relationships across customer organizations • Address customer queries and concerns promptly • Advocate solutions and innovative ideas to meet client needs • Act as liaison between key customers and internal teams • Identify strategic opportunities that increase customer value and long-term revenue • Monitor sales performance metrics and report trends • Prepare monthly, quarterly, and annual reports and forecasts • Identify upsell and cross-sell opportunities with the commercial team • Activate promoters for referrals and further upsell opportunities • Connect Executive Sponsors with high-value and strategic accounts to decrease churn risk • Identify and report or escalate churn risks • Develop proactive action plans for all accounts • Collaborate with Account Services and internal stakeholders to guide, assist, and develop partner accounts • Understand technical questions and communicate solutions • Contribute as an evangelist, culture carrier, educator, and communicator, including potential podcast or LinkedIn participation • Collaborate cross-functionally with Sales, Marketing, Product, and Account Services to drive coordinated customer engagement and commercial success • Use AI and automation to improve productivity, enhance customer engagement, and eliminate repetitive work • Travel occasionally to customer sites, events, company meetings, and global offices

🎯 Requirements

• Bachelor's level degree is preferable • 5+ years of account management, customer success, support, or service experience • Aptitude for explaining and providing training to others • Ability to work independently and as part of a team • Ability to take ownership of projects • Understanding of customer retention concepts • Exceptional communication skills • Comfortable presenting to key stakeholders within accounts • Customer-focused and commercially minded • Ability to thrive in a dynamic, constantly evolving high-tech environment • Ability to multitask, change priorities, and organize • Fluency in English is required • Any other European language is preferred • Proactive adoption of AI and automation tools and ways of working

🏖️ Benefits

• Competitive compensation package including uncapped variable component • Health Insurance (Medical, Dental & Vision) with 70% contribution for employees • Participation in the SAR Plan • Unlimited PTO (manager approval required) • MacBook provided • Occasional travel to customers and global offices • Full-time remote position • High-impact role in an emerging industry leader • Cross-functional collaboration with Sales, Marketing, Product and Account Services • Opportunities for career growth and internal development in a fast-growing international SaaS company • Diverse and inclusive workplace • Exposure to a global, multicultural team • Potential promotion paths to product management, pre-sales engineering, education, or people management