Strategic Customer Success Manager

Strategic Customer Success Manager

On-Target Earnings: $140,000–$160,000 Locations: Austin, TX (Preferred, onsite Monday–Friday) Chicago, IL Atlanta, GA Boston, MA Dallas, TX San Antonio, TX Work Arrangement: Candidates located in Austin will work onsite Monday–Friday. Exceptional candidates located in Chicago, Atlanta, Boston, Dallas or San Antonio may be considered for a remote work arrangement.

About the Opportunity

Are you passionate about helping large enterprise customers solve complex business challenges and realize measurable value from their technology investments? Our client, a global enterprise technology organization serving thousands of customers worldwide, is expanding its Customer Success organization and seeking an experienced Strategic Customer Success Manager to support some of its largest, most complex and most important customer relationships. This is a highly visible role for an experienced Customer Success professional who can operate as a strategic advisor to VP and C-level executives, understand sophisticated business and technology challenges, and connect enterprise software solutions to meaningful customer outcomes. You'll be responsible for a focused portfolio of high-value accounts, providing a white-glove Customer Success experience centered on adoption, value realization, retention, executive engagement and long-term growth.

Why Consider This Opportunity?

• Manage a focused portfolio of large, complex and strategically important enterprise customers
• Develop trusted relationships with CIOs, CISOs, VPs of IT and other senior executives
• Help customers solve meaningful business and technology challenges
• Work across sophisticated enterprise technologies spanning security, identity, data management and infrastructure
• Play an important role in customer adoption, retention, renewals and expansion
• Help customers navigate modernization and technology transformation
• Join a growing Customer Success organization where your experience and ideas can make a meaningful impact
• Competitive compensation, comprehensive benefits and career growth opportunities

What You'll Do

• Own strategic relationships with a focused portfolio of high-value enterprise customers
• Develop a deep understanding of each customer's business objectives, technology environment, challenges and desired outcomes
• Build trusted relationships across customer organizations, from technical practitioners to VP and C-level executives
• Develop strategic Success Plans connecting customer priorities and business problems to measurable outcomes
• Drive product adoption, value realization, retention, renewals and overall account health
• Lead Executive Business Reviews and strategic planning discussions
• Maintain sufficient technical and product fluency to conduct credible conversations around customer use cases, technology challenges and solution value
• Proactively identify customer risks and develop mitigation and recovery strategies
• Identify opportunities to deliver additional customer value and partner with Sales on appropriate expansion opportunities
• Navigate complex customer environments and manage high-impact escalations
• Monitor customer health, engagement, adoption, risk indicators and business outcomes
• Partner across Sales, Product, Support, Renewals and Professional Services to drive successful customer outcomes
• Share best practices and contribute to the continued evolution of the Customer Success organization

What We're Looking For

• 5+ years of direct Customer Success experience
• Experience personally managing Strategic, Global or large Enterprise customers
• Strong background within B2B enterprise software, SaaS or enterprise technology
• Demonstrated experience managing complex, high-value customer relationships
• Proven success driving adoption, value realization, retention and renewals
• Strong business acumen and the ability to understand customer problems and connect technology solutions to desired business outcomes
• Demonstrated VP and C-suite executive presence and the ability to lead strategic customer conversations
• Experience developing and executing strategic Customer Success Plans
• Experience leading Executive Business Reviews and executive-level value discussions
• Technical aptitude and the ability to credibly discuss complex enterprise technology and customer use cases
• Experience identifying and recovering at-risk customer relationships
• Understanding of recurring revenue, customer health and renewal processes
• Ability to identify expansion opportunities while maintaining a trusted-advisor relationship
• Exceptional communication, presentation, relationship-management and problem-solving skills

Highly Desired Experience

• Enterprise software
• Identity / Identity Security
• Cybersecurity
• Active Directory / Entra ID
• Microsoft ecosystem technologies
• Data management and database technologies
• Enterprise infrastructure
• IT operations / platform management
• Hybrid cloud environments
• Enterprise modernization initiatives
• On-premises enterprise software
• On-premises-to-SaaS transformation
• Salesforce, Gainsight, Totango or comparable Customer Success/CRM platforms
• Direct experience with every technology listed above is not required. The strongest candidates will bring a combination of complex enterprise Customer Success experience, executive presence, business acumen and technical credibility.

Compensation & Benefits

• Target OTE: $140,000–$160,000
• Performance-based incentive opportunity
• Comprehensive health benefits
• Retirement programs
• Paid time off
• Professional development and training programs
• Career advancement opportunities

Why This Role Stands Out

This is an opportunity to move beyond traditional account management and become a strategic advisor to some of the organization's most important customers. You'll work across executive, business and technical stakeholders to understand complex challenges, develop strategic customer plans, increase adoption and value realization, protect long-term customer relationships, and identify opportunities to deliver greater value. For a Customer Success professional who can combine business acumen, executive presence, technical credibility and measurable customer outcomes, this is an opportunity to have a significant impact on both customers and a growing Customer Success organization.

Applicants must be legally authorized to work in the United States without employer sponsorship now or in the future.