Strategic Customer Success Manager

🕒 July 21

🇺🇸 United States – Remote

💵 $140k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 35%

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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Miter

WebsiteLinkedInAll Job Openings

1 - 10 employees

☁️ SaaS

👥 HR Tech

🏗️ Construction

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 in the approximately $2–$3M ARR range • Carry responsibility for gross revenue retention and net revenue retention • Forecast and de-risk renewals • Drive adoption of the Miter platform across payroll, HR, and finance workflows • Monitor customer health signals, build success plans, and intervene early to keep accounts on track • Identify, qualify, and advance Customer Success Qualified Leads • Surface upsell and cross-sell opportunities and partner with Sales to convert expansion revenue • Build trusted-advisor relationships with CEO, CFO, COO, and VP of HR/Operations stakeholders • Run executive business reviews tied to measurable business outcomes • Build and maintain stakeholder maps, success metrics, value-realization roadmaps, and risk registers • Coordinate cross-functional responses to escalations and drive issues to resolution • Drive initiatives, renewals, and expansion efforts to completion with minimal oversight • Partner with Launch, Sales, Solutions Engineering, Support, Product, and Engineering • Relay customer insights and advocate for product improvements • Contribute to playbooks, process improvements, and Strategic Customer Success best practices

🎯 Requirements

• 6+ years in customer success, account management, consulting, or a fast-growing services/operations role • Experience owning enterprise or strategic accounts • Demonstrated ownership of an enterprise book of business with 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 • Ability to manage multi-month initiatives and drive them to completion • Comfort working with Excel/Sheets to diagnose health, quantify value, and build expansion business cases • Ability to understand integrations, APIs, and technical documentation well enough to unblock customers • Experience handling escalated account situations and driving them to resolution • Highly organized, detail-driven, and adaptable • HCM, ERP, and/or construction industry exposure is a plus • Must be legally authorized to work in the United States

🏖️ Benefits

• Competitive salary, commission, and equity packages • Comprehensive medical, dental, FSA, and vision plans • Company-matched 401(k) contributions • Flexible PTO • Generous 16-week paid parental leave for all parents, including adoptive and foster parents • Annual educational allowance for external professional development • Snacks, coffee, lunch, and commuter benefits for in-office employees • Company-wide and team-specific off-sites • Remote work flexibility • Travel a few times a year for onboarding and company-wide and team-specific off-sites