Strategic Customer Success Manager

About the Role

As Miter moves up-market, we’re looking for a Strategic Customer Success Manager to own our largest and most complex customer relationships post-launch. You’ll manage a book of business in the $2–$3M ARR range — multi-entity accounts, large field workforces, and PE-backed, high-growth contractors where executive stakeholders are deeply invested in outcomes.

This is an outcomes-driven role. You’ll be measured on gross and net revenue retention, product adoption and health, and the expansion pipeline you generate. You’ll build C-suite relationships, construct and execute strategic account plans, navigate escalations with calm and credibility, and drive every initiative to completion. You’ll partner closely with Launch, Sales, Solutions Engineering, Support, and Product to turn customers into long-term advocates and help define what world-class customer success looks like at Miter.

Our team is collaborative, detail-oriented, and energized by solving complex problems together. If you thrive in a fast-paced environment, love ownership, and enjoy turning ambiguity into structure, you’ll fit right in.

What You’ll Own

• Book of business & retention. Own a portfolio of strategic accounts (~$2–$3M in ARR) and carry the number for both gross revenue retention (GRR) and net revenue retention (NRR), proactively forecasting and de-risking every renewal.

• Adoption & customer health. Drive deep, durable adoption of the Miter platform across payroll, HR, and finance workflows — monitoring health signals, building success plans, and intervening early to keep accounts on track to value.

• Expansion & CSQLs. Identify, qualify, and advance Customer Success Qualified Leads (CSQLs) — surfacing upsell and cross-sell opportunities and partnering with Sales to convert them into expansion revenue.

• C-suite relationships. Establish and deepen trusted-advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations), running executive business reviews that tie Miter to measurable business outcomes.

• Strategic account planning. Build and maintain account plans for each customer — stakeholder maps, success metrics, value-realization roadmaps, and risk registers — and execute against them with clear milestones.

• Escalation management. Serve as the point of accountability when issues arise, coordinating cross-functional response, communicating clearly with executives, and driving escalations to resolution.

• Drive to completion. Operate with minimal oversight to push initiatives, renewals, and expansion efforts across the finish line — owning outcomes end-to-end, not just activities.

• Cross-functional partnership. Work closely with Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure seamless handoffs, relay customer insights, and advocate for improvements that reflect customer needs and industry trends.

• Scale the function. Contribute to playbooks, process improvements, and team best practices — turning learnings into leverage as we grow the Strategic CS motion.

What You’ll Need

• 6+ years in customer success, account management, consulting, or a fast-growing services/ops role — ideally owning enterprise or strategic accounts

• Demonstrated ownership of an Enterprise book of business with a track record of 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; able to manage multi-month initiatives and drive them to completion

• Comfort working with data (Excel/Sheets) to diagnose health, quantify value, and build the business case for expansion

• Ability to understand integrations, APIs, and technical documentation well enough to unblock customers

• Consistently handle escalated account situations and drive them to resolution while keeping internal executives and client stakeholders aligned.

• Highly organized, detail-driven, and adaptable when things aren’t fully defined

• HCM, ERP, and/or construction industry exposure (a plus)