Strategic Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Strategic Customer Success Manager based in the United States.

This is a strategic, customer-facing role focused on helping enterprise clients maximize the value of an innovative AI-powered platform. You will manage a portfolio of up to 35 strategic accounts, building trusted relationships with senior stakeholders from onboarding through renewal. The role combines consultative customer success, commercial ownership, adoption strategy, and value realization. You will help customers identify new use cases, embed video into their workflows, and turn their technology investment into measurable business outcomes. Working cross-functionally, you will proactively manage customer health, mitigate renewal risks, and identify opportunities for expansion. This is an opportunity to influence enterprise adoption of AI while working in a high-growth, collaborative, and innovative environment.

• Build and nurture trusted relationships with key customer stakeholders, establishing yourself as a strategic advisor and driving long-term retention and growth.
• Manage a portfolio of up to 35 strategic enterprise accounts throughout the complete customer lifecycle, from onboarding and adoption through renewal and expansion.
• Conduct discovery sessions to understand customer objectives, business challenges, and emerging use cases, translating those insights into actionable success strategies.
• Advise customers on practical ways to incorporate AI-powered video into their enterprise workflows and business processes.
• Ensure customers realize measurable value from their investment by defining success outcomes and consistently communicating ROI and business impact.
• Monitor customer utilization, engagement, satisfaction, and overall account health, proactively identifying risks and opportunities.
• Develop and execute strategies that increase user adoption, engagement, satisfaction, and platform utilization.
• Lead Quarterly Business Reviews with senior stakeholders, presenting clear insights, outcomes, account health indicators, and recommendations for continued success.
• Own commercial conversations and coordinate all aspects of the customer renewal process, including forecasting and risk management.
• Identify and develop expansion opportunities based on customer needs, adoption patterns, and emerging business use cases.
• Successfully onboard new customers, establishing strong relationships and demonstrating value during the critical early stages of the partnership.
• Coordinate regular customer check-ins and ensure each interaction has clear objectives, outcomes, and next steps.
• Collaborate with internal teams across onboarding, support, product, and other functions to provide a seamless customer experience and resolve issues effectively.
• Create and edit video content using the platform as needed to support customer education, demonstrations, and practical adoption.

Requirements

• Demonstrated customer-facing experience in Customer Success Management, Account Management, Technical Account Management, or a similar role, ideally within a B2B SaaS environment.
• Experience managing a strategic or enterprise portfolio of approximately 35 accounts or fewer, covering the customer lifecycle from onboarding through renewal.
• Proven track record of managing customer risk, forecasting renewals, driving retention, and identifying expansion opportunities.
• Strong ability to establish trusted-advisor relationships with senior customer stakeholders and influence adoption through consultative engagement.
• Demonstrated success onboarding new enterprise customers and developing meaningful relationships during the first critical months of the partnership.
• Experience leading structured customer meetings and business reviews with senior stakeholders, with a focus on customer health, measurable outcomes, and future opportunities.
• Strong understanding of customer success principles, including adoption, engagement, value realization, retention, renewal, and expansion.
• Excellent communication and presentation skills, with the ability to clearly articulate business value and ROI to both technical and executive audiences.
• Strong commercial awareness and confidence owning renewal conversations and identifying opportunities for account growth.
• Highly proactive and analytical approach to identifying customer risks, opportunities, and engagement trends.
• Ability to collaborate effectively with cross-functional internal teams to deliver seamless onboarding, support, and issue resolution.
• Familiarity with AI-powered video platforms and basic video editing capabilities is advantageous.
• Ability to work remotely within the United States, with availability aligned primarily to Eastern or Pacific Standard Time.

Benefits

• Competitive compensation package with $170,000+ OTE , with final compensation determined by experience, qualifications, and location.
• Stock options in a high-growth Series E technology company.
• Fully remote position within the United States, with Eastern or Pacific time zones preferred.
• 100% employer-provided medical, dental, and vision coverage.
• 401(k) retirement plan.
• 25 days of annual paid leave, plus public holidays and paid sick leave.
• Paid parental leave.
• Generous employee referral program.
• Company-provided computer and monitor.
• Regular team socials and a collaborative, innovative company culture.
• Opportunity to work with enterprise customers and help drive practical adoption of AI-powered communication technology.
• High-growth environment offering opportunities to make a meaningful impact across strategic accounts and the broader customer success organization.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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