Strategic Customer Success Manager (New York City Metropolitan Area)

Senior Strategic Customer Success Manager

Hey! Thanks for checking out the job posting here. In an effort to save everyones time, I wanted to leave a few MUSTs:

• Hybrid NYC 2-3 days
• Marketing as an ICP a must (martech,adtech, agency, marketing ai)
• Start up experience

In this role, you'll be responsible for the ongoing health and growth of a select group of our largest enterprise customers. You'll dig into what each customer is trying to achieve, identify the people and processes that drive results, and shape a plan that increases usage, proves value, secures renewals, and uncovers growth.

What you'll do

• Guide customers through every stage of their journey, from onboarding and adoption to expansion and renewal, keeping satisfaction and value front and center
• Build and carry out strategic plans for a portfolio of large, multifaceted enterprise accounts
• Develop trusted relationships at every level, from executive sponsors and C-suite leaders to day-to-day users
• Learn each customer's goals and turn them into clear success plans with measurable KPIs
• Expand usage across teams, departments, and workflows by spotting opportunities, removing obstacles, and sharing what works
• Catch warning signs early and put proactive plans in place to safeguard outcomes and renewals
• Uncover ways to grow the platform's presence within each account and deliver more value
• Run executive business reviews that tie platform usage and results to the customer's larger priorities
• Turn customers' workflow pain points into opportunities to get more from the platform, including AI-powered, governed content creation
• Track usage and engagement data and use those insights to steer account strategy
• Represent the customer's perspective internally, working with Product, Marketing, and others to improve the experience and shape the roadmap
• Contribute to the growth of the Customer Success team through internal projects, shared best practices, and repeatable processes

What you bring

• 6+ years in Customer Success, Account Management, or Sales at a SaaS, Martech, or AI company, ideally working with large enterprise customers
• A history of managing and growing a book of business within complex enterprise organizations
• Consistent results hitting or beating retention targets and delivering measurable customer outcomes
• Commercial experience handling renewals, expansion deals, and customer negotiations
• Skill in building account plans, mapping stakeholders, and establishing relationships across multiple levels and functions
• Confident executive presence and experience advising and presenting to senior leaders
• The ability to connect customer priorities to concrete success plans and persuasive value narratives
• Sharp analytical, communication, relationship-building, and problem-solving skills
• Experience collaborating within cross-functional account teams
• Familiarity with the digital marketing landscape; background in email technology, marketing operations, or related platforms is a bonus
• An ownership mindset: you see what needs to be done, build the plan, and make it happen