Strategic Customer Success Manager

Strategic Customer Success Manager

We are currently seeking a Strategic Customer Success Manager to drive measurable customer value and long-term strategic growth across a portfolio of enterprise accounts in the North America region.

This role is central to ARIS' mission of enabling organizations to operate with transparency, control, and measurable outcomes in the era of Agentic AI. Sitting at the intersection of business strategy, operational excellence, and technology, Strategic CSM helps customers transform process intelligence into tangible business impact.

Reporting to the Customer Success Director, this role is part of a high-impact Customer Success organization focused on value realization, executive engagement, and expansion of strategic accounts. You will work closely with senior customer stakeholders, as well as internal teams across Sales, Product, and Services, to ensure alignment between customer objectives and ARIS capabilities.

What makes this role particularly attractive is the opportunity to act as a trusted advisor to enterprise leaders, influence transformation strategies, and shape how organizations leverage process intelligence and AI-driven execution. You will not only drive adoption, but also define and demonstrate business value, enabling customers to scale their transformation initiatives with confidence.

Essential Functions

• Manage and grow a portfolio of ~10–15 strategic enterprise accounts.
• Define customer value objectives and translate them into structured success plans.
• Identify and accelerate quick wins while building long-term transformation roadmaps.
• Leverage process intelligence to uncover inefficiencies, risks, and opportunities.
• Drive measurable business outcomes through data-driven insights and execution tracking.
• Build and maintain strong relationships with executive stakeholders.
• Deliver compelling executive-level storytelling connecting outcomes to strategic priorities and ROI.
• Proactively identify risks and mobilize internal resources to ensure customer success.
• Partner with Sales to drive account expansion, new use cases, and adoption across business units.
• Guide customers in scaling process intelligence and governance for automation and Agentic AI initiatives.

Minimum Requirements

• Proven experience in Enterprise Customer Success, Consulting, Value Engineering, or Transformation Programs.
• Strong ability to engage with both operational teams and senior executives.
• Experience working with business metrics, ROI frameworks, and value realization methodologies.
• Excellent communication and stakeholder management skills
• Fluency in English.
• Ability to manage multiple complex accounts in a structured and disciplined manner.
• Experience working in or with organizations in North America.

Nice to Haves

• Experience in process improvement, operational excellence, or digital transformation initiatives.
• Familiarity with Process Intelligence, Business Process Management (BPM), or Process Mining.
• Experience working with enterprise software platforms or analytics solutions
• Exposure to AI, automation, or governance frameworks in enterprise environments.