Strategic Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $108k - $127.5k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 3%

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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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

• Serve as the primary strategic advisor for a portfolio of high-profile strategic accounts • Build and execute strategic account plans aligned with customer goals and measurable outcomes • Deliver success plan and business impact reviews; document recaps and drive action items to completion • Prepare and deliver executive account presentations to internal leadership • Cultivate relationships with C-level executives, decision-makers, and influencers • Partner with sales to expand relationships and nurture executive sponsorship • Advocate internally for customer needs and success stories • Develop customer success plans that drive desired value and outcomes • Identify opportunities for value creation and process optimization • Identify and pursue upsell, cross-sell, and expansion opportunities • Partner with customers on strategic roadmap plans • Own renewals from early discovery through contract execution, including strategy, pricing, scope, terms, and duration • Confirm customer intent, budget, decision criteria, and competitive risk • Maintain accurate renewal dates, amounts, stages, forecasts, and risks • Partner with Sales, Finance, Legal, and Deal Desk on high-value contract approvals and nonstandard terms • Identify and mitigate risks to customer success • Resolve inquiries, escalations, and challenges using cross-functional resources • Track KPIs, health scores, and customer trends • Generate reports and executive summaries on success metrics, renewal forecasts, and opportunities • Develop customer playbooks • Mentor team members and help identify process improvements • Lead or consult on key initiatives and cross-functional projects • Maintain elevated industry and product knowledge

🎯 Requirements

• 7+ years in a customer-facing role such as customer success, strategic account management, renewals, consulting, or enterprise SaaS sales • Track record managing high-profile strategic accounts and meeting or exceeding retention, renewal, and expansion targets • Experience building executive-level relationships, including engaging C-level stakeholders and running sponsorship programs • Experience leading conversations on business value, renewal intent, pricing, and commercial risk • Strong communication, negotiation, and executive presentation skills • Ability to translate complex business requirements into strategic account and renewal plans • Strategic, customer-centric mindset with sound commercial judgment • Ability to manage a portfolio of strategic accounts and competing priorities in a fast-paced environment • Experience mentoring peers and working with CRM/customer success platforms such as Salesforce or Gainsight preferred

🏖️ Benefits

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